All Types of Mortgages is authorised and regulated
by the Financial Services Authority (FSA) and subscribes
to the Financial Ombudsman Service (FOS).
The FOS is there for you if you remain unhappy
with the way in which we resolve your complaint.
Before you consider referring your complaint to
the FOS we will follow this procedure to try and
resolve your issue:
| Working day 1 |
Receive complaint and take all
of the details. If we can resolve it there
and then, we will. |
| Working day 2 |
If we haven't resolved the matter, because
it needs more investigation, we will update
you and send a copy of this process. Please
allow for postage time or let us have your
e-mail address. |
| Working day 5 |
We aim to conclude most complaints within
this period. More complex issues may require
more time, so we will update you with where
we are with investigations. Please allow
for postage times or let us have your e-mail
address.
If we have not resolved your issue by this
time we will try to give you an estimated
time that it will be concluded. |
| End of week 4 |
If we still have not resolved the matter
we will send you a further update. |
| End of week 8 |
If we still have not resolved the matter
we will send you a full explanation as to
why not. We will also send you a copy of the
FOS explanatory leaflet should you be dissatisfied
with the delay or wish to take up the matter
with them as well. |
We will consider that we have dealt with your complaint
satisfactorily if:
- You tell us
- Do not reply within 8 weeks after what we consider
as our final response.
It is our policy that our Department managers take
responsibility to oversee successful conclusion
of your complaint, but we will let you know who,
in particular is dealing with it.
Should you feel that you wish to escalate your complaint
our Compliance and Administration Director, will
be able to act completely independent of the department
involved. He may wish to review correspondence before
it is sent to you or take over your complaint. His
decision is final as far as All Types of Mortgages
is concerned. But you may, as described, contact
the FOS:
 |
The Financial
Ombudsman Service, South Quay Plaza, 183 Marsh
Wall, London E14 9SR. Tel: 08450 801800. www.fsa.gov.uk |
|
