At Point 2 Mortgages Ltd, we are committed to providing a high standard of service. However, if something goes wrong, we want to know about it so we can resolve the issue quickly and effectively. This policy outlines how we handle complaints and what you can expect from us.
How to Make a Complaint
If you have a complaint about our service, please contact us as soon as possible:
Contact Details:
- By Post:
Complaints Department
Point 2 Mortgages Ltd
Shivers Business Park, 21 Hillhead Road, Toome, BT41 3SF - By Email:
[Insert Complaints Email Address] - By Phone:
[Insert Contact Number]
When contacting us, please include:
- Your full name and contact details.
- Details of your complaint.
- Any relevant documents or evidence.
- How you would like us to resolve the matter.
What Happens Next?
We aim to resolve all complaints promptly and fairly.
Step 1: Acknowledgement
We will acknowledge receipt of your complaint within three business days.
Step 2: Investigation
Your complaint will be thoroughly investigated by a member of our team, who will:
- Review the details of your complaint.
- Liaise with relevant parties (e.g., lenders, insurers) if necessary.
Step 3: Final Response
We aim to issue a final response within eight weeks. If we need more time, we will keep you updated on our progress and explain the delay.
Our final response will include:
- A summary of your complaint.
- The outcome of our investigation.
- Any action we will take to resolve the matter.
- Your right to escalate the complaint if you are not satisfied.
What If You’re Not Satisfied?
If you are unhappy with our final response, or if eight weeks have passed without resolution, you can refer your complaint to the Financial Ombudsman Service (FOS).
Contact Details for FOS:
- Website: www.financial-ombudsman.org.uk
- Phone: 0800 023 4567 (free for most UK mobiles and landlines)
- Post: Financial Ombudsman Service
Exchange Tower
London, E14 9SR
You must contact the FOS within six months of receiving our final response.
Record Keeping
We will retain records of your complaint, including all correspondence and any actions taken, for at least six years to comply with regulatory requirements.
Our Commitment to You
We take all complaints seriously and use them as an opportunity to improve our services. Thank you for bringing any issues to our attention.