Complaints Policy

At Mortgages-Online each of our customers is important to us, and we believe you have the right to a fair, swift and courteous service at all times.

Mortgages-Online Complaints Procedure

• We will acknowledge your complaint promptly
• We will investigate your complaint and endeavour to send a final response to you within 4 weeks of receipt of your complaint. If we are unable to provide you with a final response within this time we will send you an update
• We will endeavour to send a final response to you within 8 weeks of receipt of your complaint. If we are unable to provide you with a final response within this time frame, we will write to you explaining why and advise you when you can expect a final response
• If more than 8 weeks from the date of your complaint has past and you haven’t received a final response, or you are dissatisfied with the final response you have received (at any stage of the process) you can write to:

You must refer your complaint to the Financial Ombudsman within 6 months of the date on the final response.

Should you wish to make a complaint then you can do so by using this form or by writing to us at...

Mortgages-Online
1 Manor Park
Rudington
Nottingham
NG11 6DS