Complaints

If you want to take things further and complain, please tell us. We take all complaints seriously and work hard to resolve them as soon as possible.

If you’d like to register a complaint, you can do so in the following ways:

In writing:

Less Stress Mortgages Ltd, Complaints Department, 3B Woburn Street, Ampthill, MK45 2HP

Phone:

0203 997 3200

Email:

complaints@lessstressmortgages.com

Please provide…

Please provide us with as much information as possible when making your complaint. This will help us to understand the issue and resolve it quickly. Please include:

• your name and address or the reference number corresponding to your enquiry
•  a description of your complaint and how it has affected you (the more detail the better)
• when the issue happened
• a contact number (or other preferred method of contact) and a convenient time to contact you in the event
• we need any further information from you.

Why do we need this information?

We want to understand what you are dissatisfied with and hopefully we can resolve as quickly as possible. By providing a detailed summary we can ensure the correct department or representative looks at your case.

We’ll do everything we can to address the issues you’re having, but sometimes it may take a bit of time to coordinate a solution as there are a lot of different people involved in a mortgage application.

How we deal with complaints

Step 1 Review complaint

We’ll record your complaint and do everything we can to resolve it quickly.
If we can resolve your complaint within 3 business days following the day we received it, we’ll send you confirmation of this. We’ll also let you know about the Financial Ombudsman Service (FOS) at this time.
For more complex issues, we may need more time to investigate your concerns. If this is the case:

•  We’ll send you an acknowledgement letter outlining the next steps and when you can expect to hear from us.
•  We’ll provide you with a contact point if you need to speak to us.
•  If you’ve complained by telephone, (and we’re unable to resolve your complaint immediately), we’ll outline our understanding of your complaint in this communication to ensure that we truly understand where things have gone wrong. If our understanding is incomplete, please let us know

Step 2 If we need a bit more time

We aim to resolve all complaints as quickly as possible and we must meet specific timescales to adhere to FCA regulations.

If we need further information we will contact you by your preferred communication channels and at your specified contact times.

Although we have 56 days to resolve your complaint, we’ll send you our final response as soon as we’ve completed our investigation.

We’ll also keep you informed in writing along the way so you’ll know when to expect to hear from us.
If we haven’t been able to finalise our investigation within 56 days we’ll send you a letter letting you know and what steps you can take. These will include letting you know you can go to the Financial Ombudsman if you’d prefer not to wait until we’ve finalised our investigation.

Step 3 Final outcome

After we’ve completed our investigations, we’ll send you our final response by post detailing our findings and our decision.

We hope that you’ll be in agreement with the outcome and we’ll explain why we have come to our conclusions
If you’re not happy with our final response, you can ask the Financial Ombudsman Service to review the complaint.

The FOS are an independent organisation and will review your complaint when we have been unable to resolve it to your satisfaction.

We recommend you contact the FOS directly:

• Call free on 0800 023 4567
• Visit the website and fill out the online form
• Write to Exchange Tower, Harbour Exchange, London E14 9SR
• Email: complaint.info@financial-ombudsman.org.uk

You’ll need to contact them within six months of the date of our summary resolution communication or final response letter.

Please be aware that some complaints are not eligible to be referred to the Financial Ombudsman Service (for example non-regulated products like Buy to Let mortgages).