Your rights & Complaints Proceedure

Our Commitment to You

At Mortgage Clarity, I’m committed to providing you with the highest standard of service. However, if you feel that I have not met this standard, I encourage you to let me know so that I can address your concerns.

How to Make a Complaint

If you wish to make a complaint, you can contact me directly by:

Email: info@mortgageclarity.co.uk

Phone: 07977 559082

Letter: 656 Chesterfield Road, Sheffield, S8 0SB

Alternatively, you can contact my network, Primis Mortgage Network, directly using the details below.

How Your Complaint Will Be Handled

Step 1: Initial Response

Upon receiving your complaint, I will acknowledge it promptly and aim to resolve the matter as quickly as possible. If I can resolve your complaint within three business days, I will provide you with a summary resolution communication.

Step 2: Investigation

If your complaint cannot be resolved within three business days, it will be escalated to Primis Mortgage Network for a full investigation. You will receive a written acknowledgement of your complaint, and a final response will be provided within eight weeks.

Step 3: Final Response

Once the investigation is complete, you will receive a final response letter outlining the findings and any actions taken. If you are not satisfied with the outcome, you have the right to refer your complaint to the Financial Ombudsman Service.

Primis Mortgage Network Contact Details

If you wish to escalate your complaint directly to Primis Mortgage Network, you can contact them using the following details:

Address: Primis Mortgage Network, Building 5, Croxley Park, Hatters Lane, Watford, Hertfordshire, WD18 8YG

Phone: 01923 744 340

Email: complaints@primis.co.uk

Alternative Dispute Resolution (ADR) Directive. The ADR directive is European law, which means alternative ways of resolving contractual disputes between consumers and businesses are available. The Financial Ombudsman Service (FOS) is the ADR provider for Financial Services in the UK and will provide a complaint handling service under the ADR Directive in addition to its role as an Ombudsman Service.

Mortgage Advice Bureau has decided to continue dealing with customer’s complaints when they are received rather than pass responsibility to the FOS under the ADR Directive. This does not affect customers’ statutory rights of referral to the FOS as outlined above.

Online Dispute Resolution Platform (ODR). Complaints about Financial Services firms may also be sent to the Online Dispute Resolution website; ec.europa.eu/consumers/odr.

Any complaints received via the ODR, will be forwarded to the FOS and then to MAB. Complaints received by this method will be treated in the same way as those received through existing means.