Complaints

Our aim is to provide you at all times, with a high-quality standard of service. However, there may be occasions when you feel that this objective has not been achieved.

We are covered by the Financial Ombudsman Service (FOS). They offer a completely independent review of your complaint when we have been unable to resolve it between ourselves, so if you’re not happy with our final response, you can ask them to review your complaint for you.

Although you can refer your complaint to the FOS at any time, they’ll ask for our permission to investigate complaints where:

  • You haven’t complained to us first, to give us the chance to put things right.
  • You have complained to us, but we haven’t given you our Final Response yet and we’re still within our timescales.

You’ll need to contact them within six months of the date of our summary resolution communication or final response letter.

To contact the Financial Ombudsman Service:

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.

We take all complaints seriously and will deal with your complaint in the manner outlined below:

  • We will acknowledge your complaint promptly following receipt, enclosing a copy of these procedures;
  • If you make an oral complaint, our written acknowledgement will set out our understanding of your complaint;
  • If we have reasonable grounds to be satisfied that another firm may be solely or jointly responsible for the allegation(s) made, we will promptly forward the complaint or the relevant part of it to that firm. We will write to you to confirm our actions and provide contact details of the firm concerned;
  • If your complaint cannot be resolved by the close of the next business day, following its receipt, we will ensure that you are regularly kept informed of our progress with regards to the investigation into your complaint;
  • We will endeavour to send you our Final Decision Letter addressing your concerns and providing you with our decision within 4 weeks or keep you informed of the progress of your complaint if not resolved before then;
  • Where we are unable to provide you with our Final Decision Letter, we will send you confirmation of this in writing along with an explanation as to why we have been unable to complete our investigations within this time scale.  We will confirm when you can next expect contact from us;
  • Where we are still unable to complete our investigations within 8 weeks of your complaint, we will send confirmation of this in writing along with an explanation as to why we have been unable to complete our investigations within this time scale.  We will confirm when you can next expect contact from us. At this stage, you will be entitled to refer your complaint to the Financial Ombudsman Service who can be contacted as above. We will provide you with a copy of the Financial Ombudsman Service leaflet; ‘your complaint and the ombudsman’;
  • We will continue to investigate the complaint until we are in a position to send you our Final Decision Letter;
  • If your complaint is upheld, we will provide you with fair compensation for any acts or omissions for which we are responsible;
  • Once you have received our Final Decision Letter, if you are unhappy with our handling of your complaint; you can refer the matter to the Financial Ombudsman Service at the address provided above. A copy of the Financial Ombudsman Service leaflet ‘your complaint and the ombudsman’ will be included with our Final Decision Letter.

We shall deem the matter closed when;

  • Our investigation has been completed and a Final Decision Letter has been sent to you, or;
  • You have indicated, in writing, acceptance of any earlier response, where appropriate.

Active Mortgage

Make It Happen

Active Mortgage

Make It Happen

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Registered in England & Wales under Company no: 06539910

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Registered Address: 4, The Capricorn Centre, Cranes Farm Rd, Basildon SS14 3JJ

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IMPORTANT INFO

Think carefully before securing other debts against your home. Your mortgage is secured on your home, which you could lose if you do not keep up your mortgage repayments.

We will charge a fee for mortgage advice between £250.00 and £2000.00. The amount we charge is dependent on the amount of research and administration that is required. Please refer to the Customer Terms of Business for further information.

Active Mortgage is owned and operated by Active Brokers Limited and may contain advertisements, sponsored content, paid insertions, affiliate links or other forms of monetization. Active Mortgage abides by word of mouth marketing standards. We believe in honesty of relationship, opinion, and identity. The compensation received may influence the advertising content, topics or posts made in this blog. That content, advertising space or post will be clearly identified as paid or sponsored content.

Active Mortgage is never directly compensated to provide opinion on products, services, websites, and various other topics. The views and opinions expressed on this website are purely those of the authors. If we claim or appear to be experts on a certain topic or product or service area, we will only endorse products or services that we believe, based on our expertise, are worthy of such endorsement. Any product claim, statistic, quote or other representation about a product or service should be verified with the manufacturer or provider.

This site does not contain any content which might present a conflict of interest. Active Mortgage makes no representations, warranties, or assurances as to the accuracy, currency or completeness of the content contain on this website or any sites linked to or from this site.

YOUR HOME OR PROPERTY IS AT RISK IF YOU ARE UNABLE TO MAINTAIN PAYMENTS ON ANY MORTGAGE OR LOAN SECURED AGAINST IT.

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