Customer Internal Complaints Procedure

We aim to provide you with the highest standards of service. However there may be occasions when our service falls short of your expectations. This easy to use guide is designed to help you make us aware of your views so we can address your concerns. To ensure your maximum protection our internal complaints procedure has been designed to meet the requirements of the Financial Conduct Authority (FCA) and the Financial Ombudsman Service (FOS).

How we can help

Your initial concerns should be addressed to:

Sharon Kerr
The Mortgage Packager
16-20 South Street, Hythe, SO45 6EB

If you prefer, you may telephone us on 02380 898589

Still unhappy?

We are committed to ensuring all complaints are fully and fairly addressed. Should you remain dissatisfied, following the completion of our review, you have the option to refer the matter to the Financial Ombudsman Service at:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Should you refer the matter to the Ombudsman, you should do this as soon as possible after receipt of our final response; however this must be within 6 months of us issuing a final response.

Please note:

You should follow our Internal Complaints Procedure before you refer your concerns to the Ombudsman. There are certain types of complaint, which are outside the Ombudsman’s jurisdiction. Before you refer the matter to the Ombudsman you may wish to call them on 0300 123 9 123 to discuss your complaint. You can also visit their website for more information at:

www.financial-ombudsman.org.uk

“Sharon is amazing and has helped us with our first mortgage and then again for our renewal. She made everything really clear and helped us every step of the way. After an awful experience with another company we wouldn’t go any where else. Thank you Mortgage packer!”

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