At Mortgage Links, we take pride in providing excellent service. If you feel we’ve fallen short, please let us know. Your feedback helps us improve and ensures we put things right as quickly as possible.
How to Make a Complaint
Please contact:
Kate Tarnowski
Compliance Oversight Officer
Mortgage Links
124 Handsworth Rd, S9 4AE
📞 0114 308 6966
📧 [email protected]
What Happens Next?
- Resolved Quickly (within 3 working days):
If we can resolve your complaint within three working days, we’ll send a summary in writing confirming the outcome. This will also explain your right to refer the matter to the Financial Ombudsman Service if you’re still not satisfied. - Needs Further Investigation:
If we can’t resolve your complaint right away, we’ll acknowledge it in writing within five working days. This will include:- Who is handling your complaint
- Our understanding of the issue
- Confirmation that we’ll follow up with a full response
- If you raised the complaint by phone, we’ll summarise our understanding and ask you to confirm
- After 8 Weeks:
If we haven’t provided a final response after eight weeks, we’ll let you know why and when we expect to respond. We’ll also include:- Your right to refer the complaint to the Financial Ombudsman Service
- A copy of the Ombudsman’s explanatory leaflet
- A link to their website
Our Final Response
When we’ve completed our investigation, we’ll send you a letter explaining:
- What we found
- Our decision
- How to contact the Financial Ombudsman Service if you’re not satisfied
Important: You must refer your complaint to the Financial Ombudsman Service within six months of our final response letter, or you may lose the right to have it reviewed.
Contacting the Financial Ombudsman Service (FOS)
If you’re not happy with our response, you can contact the Financial Ombudsman Service:
🌐 www.financial-ombudsman.org.uk
📞 0800 023 4567 (landline) or 0300 123 9123 (mobile)
📩 Or write to: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Complaints About Another Firm
If your complaint is about another company or adviser, and we believe they are responsible, we will:
- Identify the right firm and their contact details
- Forward your complaint to them within five working days
- Inform you of the action we’ve taken and give you their details
We’re Here to Help
We always aim to resolve complaints fairly, promptly, and professionally. Thank you for giving us the opportunity to put things right.