How to complain about your mortgage provider
If you have a problem with your mortgage provider, such as unfair contract terms, there's a complaints procedure you should follow. Our guide tells you more.
1 Contact your lender
The first step is to send your complaint to the lender or mortgage intermediary (broker) in writing.
Financial Conduct Authority (FCA) rules require your lender to send a written acknowledgement of your complaint within five business days.
Your lender should investigate your complaint thoroughly and make enquiries as appropriate.
If you make your complaint in person or by telephone, note down the name of the person you speak to, as well as the date and time of your call or consultation.
If you don't hear back within three weeks, follow up your phone call or consultation with a letter detailing your complaint.
Make sure you keep copies of the complaint letters that you send for future reference.
2 Contact the FOS
If the lender or broker cannot make a final decision on your complaint after a month, they must keep you informed.
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