Complaints Procedure

At Mortgage Success we pride ourselves on offering the best service we possibly can. However if you are unhappy with our service for any reason the information below should explain how you can let us know.

You can make us aware of your concerns in a way that suits you best.

  • By phone on 0161 327 2799
  • Email: Info@mortgagesuccess.co.uk
  • Letter to Mortgage Success, 9 Flixton Road, Urmston, Manchester, M41 5AW.

We will acknowledge your complaint as soon as possible and in writing no later than 5 working days of receiving the complaint.

We have up to 4 weeks to investigate your complaint and issue you a final response those 4 weeks start from the date of the initial complaint. If your complaint is particularly complicated or we need more time to investigate, we will let you know in writing to allow us up to an additional 4 weeks in line with FCA guidelines.

If you are unhappy with our Final Response, you have the option of referring the case to the Financial Ombudsman.

  • Financial Ombudsman Service , Exchange Tower, London, E14 9SR
  • 0800 0234 567
  • complaint.info@financial-ombudsman.org.uk
  • http://www.financial-ombudsman.org.uk/contact/

Please note You should refer your complaint to the Ombudsman within 6 months of the date of our final response. You will also need to complete our internal complaints procedure, before you raise your concerns with the Ombudsman.