Complaints Procedure

Mortgage Saving Experts – Complaint Procedure Mortgage Saving Experts is Authorised and Regulated by the Financial Conduct Authority; therefore we are bound to adhere to the Dispute Resolution rules which include specific guidelines we must follow in the event of receiving a complaint. 

We categorise a complaint as “Any expression of dissatisfaction whether justified or not, on or on behalf of an eligible complainant about the provision of, or a failure to provide a service. A complaint includes any oral or written expression of dissatisfaction made by a client”. 

We will investigate complaints using the information provided to us by yourself, the documentation available within our files and any additional paperwork available to us to assist in the investigation. When this has been investigated we will issue you with a Final Response Letter. This will document to you the course of the investigation and whether we have decided to Uphold or Not-Uphold. If you do not agree with the outcome of our investigation, you have the right to refer your complaint to the Financial Ombudsman Service (FOS).

Final Response Letter – This letter will state a summary of the complaint, the result of the complaint investigation, the reasons for upholding/not upholding the complaint and will offer any financial redress if applicable. 

Complaints that are resolved within 3 business days – We will issue a summary resolution letter to the client. We will also give the client details of how to refer the complaint to the Ombudsman if not entirely satisfied.