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Complaints

The Mortgage Monkey Ltd is a trading style of Rosemount Financial Solutions who are  appointed representative of Intrinsic Mortgage Planning Limited (FCA Register number 440718) which are authorised and regulated by the Financial Conduct Authority. Registered Office: Wiltshire Court, Farnsby Street, Swindon, Wilts. SN1 5HA.
 
At The Mortgage Monkey, we aim to provide you with the highest standards of service. However, there may be an occasion when you feel you have cause for complaint. If so, our staff will do all they can to resolve the problem and ensure that you receive a quick and fair response to any complaints you may have. We have a complaints handling procedure in place. Our procedures meet the standards set by the Financial Conduct Authority (FCA). The FCA have published consumer guidance on how to make a complaint. Copies can be downloaded from the FCA website at www.fca.org.uk  Or you can contact them on 0800 111 6768.
 
Most clients concerns can be resolved by our staff, who will do all they can to help. 
 
If they are unable to do so the complaint will be passed to the Intrinsic Complaints Department for investigation.
 
Write to us
 
If you prefer, write to us at:
 
Complaints Department, Intrinsic Financial Services Limited, Wiltshire Court, Farnsby Street, Swindon, Wilts. SN1 5HA.
Telephone 01793 647400.

Our promise to you
 
Our complaints procedure is designed to ensure that each complaint is dealt with fairly and to your satisfaction. We will send you an acknowledgement letter within 5 working days of your complaint being received by us. If our investigations are not completed within 4 weeks, we will confirm by letter the reasons for the delay.
 
If our investigations have not been completed within 8 weeks, we will outline our findings to you by letter, explain why we have been unable to resolve the issue and highlight your referral rights to the Financial Ombudsman Service. We will be pleased to deal with all your concerns, however if your complaint relates to additional services offered via a third party, you may wish to contact them directly.
 
Referral to an ombudsman
 
We are committed to resolving complaints whenever possible through our complaints procedure. If we are unable to resolve your complaint we will provide you with details of how to refer your complaint to the Financial Ombudsman Service. The Financial Ombudsman Service is an independent service for consumers with unresolved complaints about financial firms and offers a flexible and informal dispute resolution service. 
 
You should note that if your Buy-to-Let Mortgage is not regulated by the FCA, you will NOT be entitled to refer the complaint to the Financial Ombudsman Service.
 
You can contact them at:
 
The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
LondonE14 9SR
 
Telephone: 0845 080 1800
 

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