Complaints procedure

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.

Phone us

Our staff are available to speak to you every working day on 08450 666 539. 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 Complaints Officer for investigation.

Write to us

If you prefer, write to us at:

The Complaints Officer
The mortgage monkey Ltd
Upper Farm
Wootton St Lawrence
Basingstoke
Hampshire RG23 8PE
UK

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 Complaints Officer 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