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This Site is Strictly for the use of professional mortgage intermediaries, and is not intended for use by the general public, nor is any information or content intended as a consumer advertisement. All content contained within this site is intended for reference purposes only, intermediaries using this site should always refer to their trading platforms for correctness before presenting any facts to a member of the public |
Complaints Procedure
Complaints Procedure
Procedures And Processes
We are fully committed to providing a quality and efficient service to our introducers at all times. However, there will invariably be times when things go wrong, in such instances you (the introducer) should follow the procedure below, it also states how we will deal with such issues, and what you should reasonably expect from Mortgage Bureau (UK) Luton.
1. We take any complaint seriously, if you have a service related complaint, you should in the first instance direct this to the relevant underwriting team, and forward your concerns in writing, stating the nature of the complaint, any relevant dates this occurred, and any supporting documentation that may be relevant, this must be from the introducing broker and not the applicants. Please clearly state your company, and full contact details
2. On receipt of a complaint Mortgage Bureau (UK) Luton acknowledge receipt within 7 working days, also advise you who is dealing with the matter
3. Having reviewed all the documentation we have on file we will write back to the introducing broker, confirming our decision and why and how it was reached, enclosing any supporting evidence (if applicable)
4. In response to any complaint we will aim to fully respond with our findings within 28 days, explaining the outcome and how the outcome was reached.
5. You have the right to appeal our decision if you feel that our response has not been fully explained or, if another a query arises from our response, in which case we will try attempt to respond within 7 working days.
6. In the unlikely event that the matter can not be resolved, the persons involved must pursue the matter through the civil courts
Please note: There is no recourse though the Financial Ombudsman Scheme
Any written complaints should be addressed to the Compliance Officer and sent to our normal office address which is:
Mortgage Bureau (UK) Luton
173 New Beford Road
Luton
LU3 1LJ
Telephone: 01582 411564