Mortgages Dot Online Limited – Customer Complaints Procedure.

At Mortgages.Online, we’d like to think that our service always meets our own high-standards of customer service. However, if you feel that something has gone wrong and you wish to complain, we ask that you follow our Customer Complaints Procedure. This is created so that not only you know how to file a complaint, but also that we can ensure your complaint is handled swiftly and appropriately within our compliance.

On this page, you’ll find the detailed process of our Complaints procedure. Following this procedure ensures that complaints are handled fairly, effectively and resolved as soon as possible.

Mortgages.Online’s Commitment to you

1. It’s our aim to resolve your complaint swiftly, which is why we work within the following time scales:

a) Three Business Days – As soon as we receive your complaint, and if it can be resolved within three business days (before closing on the Third Business Day), we will do so, as well as explain to you in writing about the resolution through our Summary Resolution Communication.

b) Five Business Days – In the event we are unable to resolve the complaint as written above, we will write to you within Five Business Days. This communication will establish our acknowledgement and receipt of the complaint, confirm our understanding about situation as well as providing you with the individual’s name who will be handling your complaint.

c) Four Weeks – If we have been unable to resolve the complaint with the time scales listed above, within Four Weeks you will receive a Final Response Letter (see below) OR a detailed explanation of why we have not been unable to resolve the complaint as of yet.

d) Eight Weeks – In the event the complaint has not been resolved within the time scales listed above, you will receive our Final Response Letter (please see below) OR a detailed explanation on why the complaint hasn’t been resolved, also providing when we expect to give a final response.

PLEASE NOTE: Working Business Days are between Monday to Friday, in the hours of 9am to 5pm (excluding bank holidays). If a complaint is received on a non-business day, or outside business hours (9am-5pm) the complaint will be treated as received on the next business day.

2. Mortgages.Online will ensure that the person handling your complaint has the relevant skills, knowledge, authority and training to respond to your complaint. Mortgages.Online’s staff are fully trained to handle complaints, following our internal structured complaints procedure. All complaints are handled fairly by our staff.

3. All of our correspondents will be transparent and fully descriptive, explaining our understanding of your complaint and our procedures for handling it. When resolving a complaint, we will send either of the following correspondents:

a) Summary Resolution Communication – If our team has been able to resolve your complaint within Three Business Days then you will receive a Summary Resolution Communication. This letter will detail information on how we believe the complaint has been resolved. It also includes information on how to escalate your complaint further if you are dissatisfied with the outcome.

b) Final Response Letter – After completing our investigation, a Final Response Letter will be sent to you. In this, you will find detailed information on the complaint, explain our investigation as well as outline our findings. The Final Response Letter will do one of two things:

As well as explain how and why we have ‘upheld’ or ‘rejected’. If any settlements or redress is to be awarded, your Final Response Letter will detail how this has been calculated.

Part of our service is to provide you access to the Financial Ombudsman Service set up by Parliament. This is a free service which resolves complaints that consumers and financial businesses are unable to resolve.

If you have been issued with a Summary Resolution Communication OR Final Response Letter (OR if you have not received either within our Eight Week timescale) and are still dissatisfied with the outcome, you have the legal right to approach the Financial Ombudsman Service within 6 months of the date on the letter.

However, if you do not refer your complaint to the Ombudsman within the 6 months, they will not have the permission (from us) to consider your complaint and will only be able to do so within very limited circumstances e.g. if the Ombudsman Service believes that the delay was a result of exceptional circumstances.

We will list details of contacting the Financial Ombudsman Service in our Summary Resolution and Final Response Letters, along with a leaflet outlining how the service works. If you need to seek more information, the Financial Ombudsman Service can be contacted as follows:

The Complaints Department
HL Partnership Limited
Pharos House
High Street
West Sussex
BN11 1DN

Telephone: 01903 602 664



Your Commitment…

For Mortgages.Online to resolve complaints swiftly and fairly, we will ask you for the following:

Explain what happened – In order for us to understand your complaint, you will need to explain exactly what happened in great detail. You can provide your side of the story, along with documents and information that will help our internal investigation. You can provide this through post, email, verbally or by any other means that you may prefer.

Help us Find the Solution – For both you and us, it’s important that complaints are resolved agreeably. So, if you can think of a reasonable outcome you believe is suitable, please inform us and we will internally assess the capabilities of this. Whilst we may not always be able to resolve the complaint in a way that you believe is suitable, we will do our best. If we are unable to meet your expectations, we will provide a detailed explanation of why it wasn’t possible and present an alternative proposal to resolve your complaint.

Respond within a timely manner – In order to resolve complaints quickly, it’s essential that you communicate with us as quick as possible. We may require more clarity or information, so if you’re able to respond quickly it’s beneficial for both parties. Mortgages.Online hope to deal with all cases as quickly as possible. In the event you are unable to contact us quickly, please let us know – so you can respond in your own time.

Treat us Fairly – We can fully understand and appreciate that it can be frustrating if something has gone wrong, and we will ensure that we investigate what happened and put things right, where appropriate. Mortgages.Online’s staff will work on your complaint and do everything to resolve it, so we ask that you treat staff with respect and allow them time to complete their work.

File a Complaint

In the event you wish to register a complaint, you can do so by contacting our Complaints Department. You can register a complaint through the following methods:

By post: The Complaints Department
Mortgages Dot Online Limited
Suite 2
10 Alexandra Street

By Email:

By Telephone: 03300 58 60 58