Complaints

We aim to provide an excellent service in every single case - but from time to time, things do not go to plan. We take any complaint very seriously and will endeavour to resolve it quickly in every case. If you decide to register a complaint, please contact us at admin@Fixmymortgage.co.uk.


Alternatively you can write to us at


The Affiliate People Ltd
Suite 408-9
Britannia House
1-11 Glenthorne Road
London. W6 0LH.
Company Number: 06903071 registered in England and Wales.


Our directors will look into your complaint. If necessary, we will get in touch with you for further information. The points you raise will be investigated fully and our directors will review the details of your complaint carefully. Once this investigation and assessment has been completed, you will then be contacted and we will provide you with a written response to confirm our decision. We will endeavour to do this within 4 weeks of receipt. However, if we have been unable to complete our investigation within 4 weeks of receipt of a complaint we will then write and provide you with an update. Our intended maximum response period for our final written response is 8 weeks from receipt of a complaint. We will provide you with a further update at that time.


If we believe that you have suffered financial loss caused by our handling of your affairs, we may, at our discretion, offer you financial redress or some other means of restitution. If we do not believe that we are to blame for the circumstances specified in your complaint or if we do not consider that you suffered financial loss as a result of our actions, we will confirm that to you in our response. If appropriate, we will also tell you what steps we will take to address the situation - and what steps we will take to ensure it does not happen again. Clearly, we always want to resolve any concerns you raise with us.


If we are unable to resolve your complaint within eight weeks of receipt, or you are not satisfied with our response to your concerns, you may be eligible to submit details of your complaint to the Financial Services Ombudsman.


Financial Ombudsman Service (FOS)

If you want the FOS to consider your complaint, you must send your complaint to them within 6 months of the date of our final response. Their contact details are:

The Financial Ombudsman Service,
Exchange Tower,
London,
E14 9SR


Telephone: 0300 1239 123. Calls to this number cost no more than calls to 01 and 02 numbers 0800 023 4 567 calls to this number are now free on mobile phones and landlines

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

Information regarding the service can be found on the Financial Ombudsman website:

www.financial-ombudsman.org.uk/publications/consumer-leaflet.htm

European Online Dispute Resolution Platform

In relation to your complaint you can also request a review from the European Online Dispute Resolution platform.