Hopefully all your dealings with The Right Mortgage Limited and our Appointed Representatives will be positive experiences. However, sometimes things go wrong and if that happens, we operate a structured Complaints Procedure to ensure we get things back on track as quickly as possible.

 

Our ethos

 

Building strong and lasting relationships with our customers is really important to us; in fact we hope that all our customers are so satisfied that they will tell others about the service they have received and will continue to return year after year. However, we appreciate that sometimes things can, and do, go wrong; when this happens we encourage customers to tell us about it so we can put things right as quickly as possible.​

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Our promise

 

Our aim is to offer great products and excellent service, but we know sometimes things can go wrong. If you have any reason at all to complain, we make you a promise:

• We'll do our very best to put things right as soon as you get in touch;

• Where that's not possible, we will make sure you have the contact details of the person or team dealing with your complaint;

• No matter how you choose to tell us about your complaint, whether it is by phone, face to face, or in writing, we will give it our full attention and will do all we can to resolve it for you.

 

At The Right Mortgage we have a procedure designed to deal with your complaint. In particular we wish to ensure that it is handled efficiently, fairly and resolved as soon as reasonably possible. Should you be dissatisfied with the response you receive you also have the opportunity of further recourse via the Financial Ombudsman Service whose details are provided below.

How to complain You can make a complaint in person or in writing to:

Complaints Department

The Right Mortgage and Protection Network

St John Court 70 St Johns Close Knowle

B93 0NH

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Via email: complaints@therightmortgage.co.uk

Via telephone: 01564 732 744

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This document explains 'How to complain' - click the link to read the document