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Complaints

At Mortgage Lane Limited, we are committed to providing you with exceptional service. However, we understand that occasionally things may not go as planned, and in these rare instances, we will do everything we can to resolve your issue. 

We encourage you to inform us of any problems so that we can correct them and improve our services moving forward.

We aim to address your issue as quickly as possible. Whether you call us at 0333 231 8206 or email us at enquiries@mortgagelane.co.uk, we will listen and act on your concerns.

To help us investigate and resolve your complaint, please provide the following information:

  • Your name and address
  • The name and address of the representative you have dealt with
  • Any relevant account and policy numbers
  • A description of your complaint and how you have been affected
  • When your issue occurred
  • A contact number (or other preferred method of contact) and a convenient time to reach you

 

What Happens Next?

We promise to resolve your complaint as soon as we receive it. We’ll contact you to discuss your complaint and agree on a resolution.

If we can resolve your complaint within 3 business days following the day we received it, we’ll send you confirmation of this and also inform you about the Financial Ombudsman Service (FOS).

 

For More Complex Issues

If more time is needed to investigate your concerns:

We’ll send you an acknowledgment letter outlining the next steps and when you can expect to hear from us.

We’ll keep you updated on our progress throughout our investigation.

We may need to contact you for more information using your preferred method of contact.

 

Our Final Response

Once we’ve completed a thorough investigation, we’ll provide you with a Final Response. This will detail our investigation, how we reached our decision, and what we’re going to do to rectify the situation.

If you’re not satisfied with our decision or if it has been over 8 weeks since you first raised your concerns with us, you may be able to refer your complaint to the Financial Ombudsman Service.

We’ll send you the full details of our decision in a ‘resolution letter,’ including your right to refer your complaint to the Financial Ombudsman Service, an independent and impartial organisation that helps settle disputes between consumers and financial services businesses.

 

You can contact the Financial Ombudsman Service at:

Phone: 0800 0 234 567 (free from fixed and mobile lines)

Web: www.financial-ombudsman.org.uk

Email: complaint.info@financial-ombudsman.org.uk

Post: Financial Ombudsman Service, Exchange Tower, London E14 9SR