Our complaints procedure

At My Mortgage Specialist we aim to provide you with the best possible service and customer experience we can. If you feel the service you have received has fallen short of these standards, get in touch with us and we will aim to resolve your complaint as quickly as possible:

Via email

Email your complaint to aidan@financeadvicecentre.co.uk

Via post

Write to us at :

Complaints – My Mortgage Specialist

11 Park Lane Business Centre

Park Lane

Nottingham

NG6 0DW

Via phone

0115 9755544

Details you need to provide

In your complaint, please provide the following information in order to enable us to direct your complaint to the appropriate person.

• Name, Contact Number and Address
• A description of your complaint, including details of the person(s) involved
• Your expected outcome of how you would like us to resolve your complaint

We aim to resolve your complaint straight away, however, we require time to fully investigate your complaint. Therefore, we aim to reply to your complaint within 5 days of being informed. We aim to fully resolve any complaints received within 4 weeks.

If you are complaining about an advisor

My Mortgage Specialist accepts no responsibility for advice or services provided by any third parties, but if you have a complaint about one of the advisors we introduce you to, we need to be informed.

We want to ensure anyone we introduce you to treats you fairly and handles things for you professionally, however we cannot be held responsible for the actions of another company or individual and as such you will need to take the complaint up with them directly and follow their complaints procedure. This will usually be dealt with directly by them, or with the regulator and financial ombudsman.