OUR COMPLAINTS PROCEDURE

At Mortgage One, we are committed to providing the highest standards of service. If at any point you become dissatisfied or concerned with the advice or service you have received, we encourage you to let us know as soon as possible so we can put things right.

This complaints procedure outlines how you can make a complaint, what you can expect from us, and your rights under the Financial Conduct Authority (FCA) rules.

How to Make a Complaint

You may register a complaint with us by any of the following methods:

• In writing:
  Quilter Financial Planning
  Complaints Department
  Sunderland, SR43 4JR

• By phone:
  0191 241 0700

• By email:
  QFPcomplaints@quilter.com

Please include your full name, contact details, and a clear description of your concern. If your complaint relates to advice or services provided by Mortgage One or your adviser, it will be handled through Quilter’s centralised complaints team in line with FCA rules.

What Happens Next

Upon receipt of your complaint:

• We will acknowledge your complaint within 5 working days.

• A full investigation will be undertaken in line with Quilter Financial Planning’s internal complaints procedures.

• We aim to provide a final written response within 8 weeks of receiving your complaint. If we cannot respond in full within that time, we will write to you explaining the delay, setting out your right to refer your complaint to the Financial Ombudsman Service (FOS).

Your Rights: The Financial Ombudsman Service (FOS)

If you are not satisfied with our final response or if we have not issued a final response within 8 weeks, you may be entitled to refer your complaint to the Financial Ombudsman Service.

You must do this within six months of the date of our final response.

You can contact the Financial Ombudsman Service using the details below:

• Address:
  Financial Ombudsman Service
  Exchange Tower
  London E14 9SR

• Phone:
  0800 023 4567 or 0300 123 9123

• Email:
  complaint.info@financial-ombudsman.org.uk

• Website:
  https://www.financial-ombudsman.org.uk

Please Note:
Some products, such as Business Buy-to-Let mortgages or unregulated loans, are not covered by the Financial Ombudsman Service. We will tell you if your product is not eligible when you raise your complaint.

Additional Information

A summary of Quilter’s internal complaints procedures is available free of charge on request. We will provide a copy when we acknowledge your complaint or at any point you request one.

This process is governed by the rules of the Financial Conduct Authority. You can check the regulatory status of our firm on the FCA Register at https://register.fca.org.uk/s/

Risk Warning Statement

Your home may be repossessed if you do not keep up repayments on your mortgage.

If you are thinking of consolidating existing borrowing, you should be aware that you may be extending the term of the debt and increasing the total amount you repay.

Buy-to-let mortgages are not usually regulated by the Financial Conduct Authority.

The information provided on this website is for guidance purposes only and does not constitute advice. Full mortgage advice will be given following a detailed assessment of your individual circumstances.