Complaints Procedure

How to Make a Complaint

At Simple Mortgage Finance Ltd, we strive to provide the highest level of service to our clients. However, if you feel dissatisfied with any aspect of our service, we want to hear from you and will do our best to resolve your concerns quickly and fairly.

Step 1: Contact Us

Contact us with details of your complaint:

Step 2: Our Response

We will:

  • Acknowledge your complaint within 5 working days
  • Investigate your concerns thoroughly
  • Keep you informed of our progress
  • Aim to resolve your complaint within 8 weeks
  • Send a final response letter explaining our findings

Step 3: Financial Ombudsman Service

If you are not satisfied with our response, you can refer your complaint to the Financial Ombudsman Service:

  • Website: www.financial-ombudsman.org.uk
  • Phone: 0800 023 4567
  • Email: complaint.info@financial-ombudsman.org.uk
  • Address: Financial Ombudsman Service, Exchange Tower, London E14 9SR

You must refer your complaint to the Financial Ombudsman Service within 6 months of our final response letter.

Our Commitment

We are committed to:

  • Treating all complaints fairly and thoroughly
  • Resolving complaints promptly
  • Learning from complaints to improve our service
  • Keeping you informed throughout the process
  • Providing clear information about how to escalate your complaint if needed

Need Help?

If you need any help with making a complaint or have questions about our complaints procedure, please don't hesitate to contact us: