We try to make your experience with us as seamless as possible, and truly value your opinions on where we can improve our service to customers. But as with anything, occasionally things can go wrong. Telling us about it gives us the chance to fix things for you and make improvements to our processes.
If you’d like to provide any feedback on your recent experience, please email us at firstname.lastname@example.org. Your contact details will help us get hold of you if we need to discuss your feedback, especially if we need more information. We ask that you don't include any sensitive information such as security details.
If you have an enquiry or application in progress and need urgent assistance or extra support, please email us at email@example.com.
Remember to include your contact number so we can get back to you by phone as we may need more information. We'll be in touch within 4 business hours to help resolve your questions or concerns. For your security, please don't include any sensitive information in your email.
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: London & Country Mortgages Ltd, Complaints Department, Beazer House, Lower Bristol Road, Bath BA2 3BA
By email: firstname.lastname@example.org
By phone: 01225 408000
We'll treat your complaint in exactly the same way whether we receive the complaint directly from you or from a Claims Management Company (CMC). You don't need to use a CMC and they'll typically charge and upfront fee or take a proportion of any compensation you may be due. By coming directly to us you'll not be disadvantaged.
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:
We want to fully understand what's gone wrong. This will mean that we get the right person handling your complaint, so they can investigate and fix the situation as soon as possible. We want to get you back into the position you would have been in had the issue not occurred.
When things go wrong, resolving it as quickly as possible for you is our priority. 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.
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 always aim to engage with you in a positive and constructive manner when dealing with any complaints and sometimes, when we need clarification on certain points, we’ll call you to ensure we have the full picture.
If we need a bit more time, we'll make sure we keep you up to date with what's happening.
Ok – but how long will I have to wait?
We aim to resolve all complaints as quickly as possible and specific timescales apply to certain types of complaints.
Although we have 56 days to resolve your complaint, we’ll send you our final response as soon as we’ve completed our investigation. Believe us, we want to resolve the issues you’re experiencing just as much as you do.
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.
After we've fully investigated your complaint, we’ll send you our final response by post detailing our findings and our decision.
Following our thorough investigation, it’s our hope that you’ll be in agreement with our decision.
However, we fully understand that even though we will do everything in our power to make things right, you may still be unhappy with our efforts. This is where the Financial Ombudsman Service can help.
We're covered by the Financial Ombudsman Service (FOS), so if you're not happy with our final response, you can ask them to review your complaint for you.
They offer a completely independent review of your complaint when we have been unable to resolve it between ourselves.
There are 2 routes available for you to refer your complaint to them:
To contact the Financial Ombudsman Service:
Although you can refer your complaint to the FOS at any time, they'll ask for our permission to investigate complaints where:
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 – enquiries relating to Buy to Let mortgages) and where this is the case, we will inform you of this when we send you our final response.
If you would like more information regarding the complaints we receive, please review the standardised complaints report the Financial Conduct Authority (our regulator) require us to publish here.