Each of our customers is important to us and we believe you have the right to a fair and courteous service. If you’re dissatisfied with our service, or the advice you receive, we will initially attempt to resolve the matter informally, if you are happy for us to. If we can resolve the matter within 3 business days following the day we received it, we’ll send you confirmation of this. We’ll also let you know about the Financial Ombudsman Service (FOS) at this time.
If we’re unable to resolve matter quickly, to your satisfaction, or you would prefer a formal process, then we have a detailed complaint handling process to ensure we are able to investigate and respond to your complaint thoroughly and fairly. This is process is summarised further below.
Simpson Mortgage Services Ltd is regulated by the FCA, so you are entitled to register a complaint at any time.
We never impose barriers to you doing so and you can speak directly to our directors or compliance manager. Should you wish to register a complaint, you may do so by contacting our Principal firm, JLM Mortgage Network, in the following ways:
1. Receiving your complaint
If we cannot resolve your complaint informally, within 3 business days following the day we received it, then we’ll write to you to let you know. If you gave your complaint verbally, then we’ll also confirm our understanding of your concerns and request you to correct any misunderstandings.
2. Investigating
We’ll review our records and discuss your concerns with all those involved. Sometimes we have to liaise with third parties like lenders or solicitors which can require more time and we may need your authority to do so. We’ll also keep you updated throughout.
3. Responding to your concerns
We’ll provide you with a full written response within eight weeks. If we do not agree then we’ll explain why, but if we recognise we’ve failed you then we’ll explain how we plan to improve. We’ll also confirm whether you can refer to the Financial Ombudsman Service.
Should you have cause to complain, and you are not satisfied with our response to your complaint, you may be able to refer it to the Financial Ombudsman Service which can be contacted as follows:
If you feel we do not handle your complaint fairly, then you may be able to refer to an independent adjudicator, the Financial Ombudsman Service (FOS) if the matter is concerning residential mortgages, Consumer Buy-to-Let and personal protection policies as these are regulated by the Financial Conduct Authority (FCA). The same is not normally true for other Buy-to-Let or commercial mortgages but we’ll let you know if this is the case.
You can contact the Financial Ombudsman Service in the following way;
We are authorised and regulated by the Financial Conduct Authority (FCA), who have set out specific rules for the handling of complaints. Our procedure is compliant with the FCA rules but if you wish to obtain further information please visit http://www.fca.org.uk or email consumer.queries@fca.org.uk
Simpson Mortgage Services Ltd (Company no. 06730472) is an appointed representative of JLM Mortgage Network Ltd which is authorised and regulated by the Financial Conduct Authority (FCA) Registration Numbers 495808 and 300629. The FCA do not regulate some forms of mortgages. Further details may be found by visiting www.fca.org.uk.
The guidance and / or advice contained within this website is subject to the UK regulatory regime and is therefore primary targeted at consumers based in the UK. JLM Mortgage Network Ltd registered in England No 470 1803. The guidance within this website is solely targeted at consumers based in the UK. *A fee of up to 1% of the mortgage amount may be charged depending on individual circumstances. A typical fee is £395. In some circumstances no fee will be payable.
YOUR HOME MAY BE REPOSSESSED IF YOU DO NOT KEEP UP REPAYMENTS ON YOUR MORTGAGE