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Complaints

The Mortgage Monkey Ltd is an appointed representative of Sesame Limited, Independence House, Holly Bank Road, Huddersfield HD3 3HN which is authorised and regulated by the Financial Services Authority. Sesame Limited’s FSA Register number is 150427.

At The Mortgage Monkey, we aim to provide you with the highest standards of service. However, there may be an occasion when you feel you have cause for complaint. If so, our staff will do all they can to resolve the problem and ensure that you receive a quick and fair response to any complaints you may have. We have a complaints handling procedure in place. Our procedures meet the standards set by the Financial Services Authority (FSA). The FSA have published consumer guidance on how to make a complaint. Copies can be downloaded from the FSA website at www.fsa.gov.uk. Or you can contact them on 0845 606 1234.

Most clients concerns can be resolved by our staff, who will do all they can to help. If they are unable to do so the complaint will be passed to the Sesame Disputes Team for investigation.

Write to us
If you prefer, write to us at:

The Disputes Team, Sesame Limited, Independence House, Holly Bank Road, Huddersfield HD3 3HN.

Telephone 0845 300 5325.

E-mail us
You can register your complaint with us by email, either through the website or via a personal contact. Your complaint will then be passed to the Sesame Complaints Team for investigation.

Our promise to you
Our complaints procedure is designed to ensure that each complaint is dealt with fairly and to your satisfaction. We will send you an acknowledgement letter within 5 working days of your complaint being received by us. If our investigations are not completed within 4 weeks, we will confirm by letter the reasons for the delay.

If our investigations have not been completed within 8 weeks, we will outline our findings to you by letter, explain why we have been unable to resolve the issue and highlight your referral rights to the Financial Ombudsman Service. We will be pleased to deal with all your concerns, however if your complaint relates to additional services offered via a third party, you may wish to contact them directly.

Referral to an ombudsman
We are committed to resolving complaints whenever possible through our complaints procedure. If we are unable to resolve your complaint we will provide you with details of how to refer your complaint to the Financial Ombudsman Service. The Financial Ombudsman Service is an independent service for consumers with unresolved complaints about financial firms and offers a flexible and informal dispute resolution service.

You can contact them at:

The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
LondonE14 9SR

Telephone: 0845 080 1800
Email: enquiries@financial-ombusdman.org.uk
Website: www.financial-ombudsman.org.uk

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