At Mortgage Perspective, we are committed to delivering excellent service. However, if you are unhappy with any aspect of our service, we want to hear from you. Our complaints procedure is designed to ensure that your concerns are addressed quickly and fairly.

How to Make a Complaint

If you need to make a complaint, you can contact us in several ways: 

By Phone: Call us on 0161 929 3742

By Email: Send your complaint to rob.panayiotou@mortgageperspective.co.uk

In Writing: Write to us at: Mortgage Perspective

Garden Place, Victoria Street, Altrincham, Cheshire, WA14 1ET

Please include as much detail as possible, including any relevant documents, and let us know how you'd prefer us to contact you.

What to Expect

Acknowledgment: We'll confirm we've received your complaint within 5 working days. You'll also be given the contact details of the person handling your case.

Investigation: We'll thoroughly investigate your complaint. Our goal is to resolve most complaints within 15 working days. If it takes longer, we'll keep you updated on our progress and let you know when you can expect a full response.

Final Response: After our investigation, we'll provide you with a written response, including:

• A summary of your complaint.

• The outcome of our investigation.

• Any actions we’re taking to resolve the issue.

• Information on how to refer your complaint to the Financial Ombudsman Service (FOS) if you're not satisfied with our response.

If you're not happy with our final response or if we haven't responded within 8 weeks, you can refer your complaint to the Financial Ombudsman Service (FOS). The FOS is an independent organization that can review your complaint and may be able to help.

Contact the Financial Ombudsman Service: 

Phone: 0800 023 4567

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

Post:

Visit their website for more information: www.financial-ombudsman.org.uk.

Thank you for helping us improve. We are committed to resolving your complaint as efficiently and effectively as possible.