Complaint Handling Procedures

If you wish to register a complaint, please write to us at the address below, or telephone us directly.

A summary of our internal complaints handling procedures for the reasonable and prompt handling of complaints is available on request. If you cannot settle your complaint with us, you may be entitled to refer it to Property Redress.

What You Can Complain About

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; or
• An appeal against any decision made following a complaint.

How We Handle Your Complaint

Mortgage2Match will ensure that any complaint received from you is passed to the Compliance Officer immediately for resolution.

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 to do to try to resolve it. 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, setting out our understanding of the complaint.