COMPLAINT HANDLING PROCEDUREs

If you wish to register a complaint, please write to Mortgage2Match Financial Services, Business Development Centre, Main Ave, Treforest Industrial Estate, Pontypridd CF37 5UR, UK or telephone (+44) 01443 491 107.

A summary of our internal complaints handling procedures for the reasonable and prompt handling of complaints is available on request and if you cannot settle your complaint with us, you may be entitled to refer it to the Financial Ombudsman Service at www.financial-ombudsman.org.uk or by contacting them on 0800 023 4567.

You are able to complain to Mortgage2Match Financial Services about:

• any service or product we have arranged for you
• how your personal data has been processed
• how your request for access to data has been handled
• how your complaint has been handled
• appeal against any decision made following a complaint.

Mortgage2Match will ensure that any complaints received by you, will be passed to the Compliance Officer immediately for resolution.

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Following receipt of a complaint, the Compliance Officer will write to you within 3 business days, (by the close of the third full day) stating that the complaint has been received, confirming the details of the complaint and what the firm intends on doing to try and resolve the complaint. If resolved, the case will be closed.

Where this is not possible, a written acknowledgement will be issued to the complainant within 5 business days and will set out the basis, or understanding, of the complaint.