Cookie Policy
Cookies are small text files that are placed on your computer, smartphone or other devices when you access the internet. This website, along with many others, uses cookies. The reason we use cookies is to let our users navigate around our websites and (where applicable) let us modify the content to meet the needs of our website visitors. If cookies are not enabled we cannot assure you that the website and your experience of it are as we intended it to be. The cookies we use do not provide your personal information to us and they can’t be used by us to identify you. By using our website, you’re consenting to our use of cookies. You can change your cookie settings at any time through your browser.
Privacy Policy
Our Privacy Policy conforms to the EU General Data Protection Regulation (GDPR) rules. All personal details you submit to this website will remain private except where it is necessary to provide them to a third party for the purposes of a mortgage or protection application. We comply with and are registered under the Data Protection laws in the United Kingdom. We take all reasonable care to prevent any unauthorised access to and use of your personal data.
Whilst any personal details that we use to provide or promote our products and services to you (e.g. name, address, email address, telephone number, or any details of the services you have purchased or about which you have enquired) will not be passed to any third party organisation for marketing purposes, on occasion your details may be shared with our approved contractors or agents, in order to inform you about relevant products and services offered by us.
If you do not want to be kept informed by email, please contact us.
As your mortgage broker, we reserve the right to discuss your personal circumstances with any lender, in order to determine the most appropriate product for your needs. Your lender may undertake credit enquiries upon receipt of your mortgage application. They may also supply information to a Credit Reference Agency regarding the way your account is managed.
Your Rights
Our number one priority is to provide customers with the highest level of service. However, we know that sometimes things can go wrong. Customer feedback helps us understand where things have gone wrong and gives us the opportunity to put them right. It also helps us understand where we need to improve our products and services.
If you have a complaint about your Adviser or the service you received please contact us by Phone, Email or Post.
If your complaint cannot be resolved straightaway we will acknowledge receipt in writing, confirming our understanding of your complaint, who will be handling it and giving you the opportunity to provide any further information or documents
The Financial Ombudsman Service
If you’re dissatisfied with our response, you can ask the Financial Ombudsman Service for an independent review free of charge, but you must do so within six months of the date of our final response letter.
The Financial Ombudsman Service (FOS) will only consider your complaint once you’ve tried to resolve it with us, so please take up your concerns with us first and we’ll do all we can to help.
The FOS is also only able to consider certain categories of complaint, for example complaints about Buy to Let mortgages, which are not regulated by the Financial Conduct Authority will normally be outside the jurisdiction of the FOS.
In addition, the FOS might not be able to consider your complaint if:
- What you’re complaining about happened more than six years ago, and
- You’re complaining more than three years after you realised (or should have realised) that there was a problem.
If your complaint was made outside of these time limits, which is a matter for The Ombudsman to decide, The Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if it believes that the delay was as a result of exceptional circumstances.
Further information on the services provided by the Financial Ombudsman Service can be found on their website: http://www.financial-ombudsman.org.uk or alternatively,
Post: The Financial Ombudsman Service, Exchange Tower, London. E14 9S
Phone: 0800 023 4567 or 0300 123 9123