How to make a complaint

How to make a complaint

At Mortgage.Claims we strive to deliver excellent service to all of our clients, which is why all complaints are taken very seriously and dealt with in a professional and courteous manner. Our complaints procedure is designed to resolve our clients’ concerns quickly and efficiently. Most complaints can be resolved by speaking to a member of our team.

However, if you wish to make a formal complaint you can do this by contacting our Client Service’s Team. We encourage you to speak with a member of our team in the first instance, so we can try and resolve your issue to your satisfaction as soon as possible. You can reach us by using the below methods.

By Post:

The Complaints Manager
The Lakehouse Lakeside
Cheadle Royal Business Park

By Phone:

01625 800 617

By Email: Opening hours are;

Monday to Thursday 9am – 6:30pm and Friday 9am - 5:30pm

All other enquiries can be sent to

Please note that in all cases emails are only checked during our opening hours.

Your complaint will be acknowledged within five working days of it being received and we will aim to provide you with a final response within four weeks. If we are unable to provide a final response at this point, we will provide you with an update. However, we do have eight weeks, (56 Days) to respond to your complaint in full.

If you are not happy with the outcome of your complaint, you reserve the right to refer your complaint to the Financial Ombudsman Service. You should contact them within six months of receiving your Final Response Letter. You can reach them by using the below methods.


By Post:

Financial Ombudsman Service
Exchange Tower
E14 9SR

By Phone:

0800 023 4567 or 0300 123 9123

By Email:

Their leaflet "How to make a complaint" is also available.

The Ombudsman offer a free and impartial service. They are specialists in dispute resolution between clients and financial services firms.