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First class service from an experienced team
Fully qualified by the Financial Conduct Authority
A well established team you can trust
WHAT TO DO IF YOU HAVE A COMPLAINT
If we’ve assisted you with a mortgage, home insurance, life insurance, or anything else, we hope that you’ve found the advice you received helpful. However, we want to make it as simple as possible to let us know if something has gone wrong. You can find out complaints procedure below.
RELIABLE ADVICE ON MORTGAGES AND INSURANCES
Options Mortgage Services is an Appointed Representative of Stonebridge Mortgage Solutions Ltd which is authorised and regulated by the Financial Conduct Authority
We are committed to providing a professional service to all our customers. If you are unhappy then we want to hear about it so we can try to put things right. With this in mind, we have the following complaints procedure in place.
You can make a complaint by any reasonable means including telephone, letter, or email. Our contact information is:
Write to:
6-8 Wokingham Rd, Reading, Berkshire, RG6 1JG
Telephone:
0118 954 1000
Email:
If you prefer, you can also refer your complaint to Stonebridge Mortgage Solutions Ltd directly using the following contact details:
Write to:
Stonebridge Mortgage Soultions Ltd Suite 7&9 Regency House Miles Gray Road Basildon Essex SS14 3FR
Telephone:
0345 646 5505
Email:
complaints@stonebridgegroup.co.uk
You can also complain via their website:
https://www.stonebridgegroup.co.uk
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How we will handle your complaints
Simplified Complaints
We will use this process if:
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your complaint is about a simple matter - that we can look into and solve quickly and easily; and
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you direct it to us (rather than directly to Stonebridge Mortgage Solutions Ltd Network) in the first instance.
We will investigate your complaint and aim to resolve it within three business days following the date of receipt. If you are happy to accept our proposed resolution, we will send you written confirmation of our investigation.
If you cannot confirm acceptance by the end of the third working day (for example because you are not happy with our proposed response or if you are not available to discuss it with us) then the case will be referred to Stonebridge Group Mortgage Network. It will then be handled in line with the Formal Complaint process outlined below.
If your complaint is more complex or is unlikely to be resolved quickly then we will usually refer it to Stonebridge Mortgae Solutions straight away.
Formal Complaints
The formal complaints process will be used where:
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we can’t resolve your complaint to your satisfaction within 3 working days: or
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your complaint is likely to involve more complex assessment or investigations; or
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you send your complaint directly to Stonebridge Mortgage Group rather than to us in the first instance; or
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you ask us to deal with your complaint in this way rather than via a simplified process.
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THE FINANCIAL OMBUDSMAN SERVICE
If, following PRIMIS’ investigation you are still not happy with the outcome you have a statutory right to refer your complaint to the Financial Ombudsman Service.
It is a service free of charge to consumers and you may refer the matter to the Financial Ombudsman Service (FOS) within six months from the date that you received a final response to your complaint.
You can contact the service using the following details:
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Telephone: 0800 023 4567
You can also visit their website and refer complaints to them online by visiting https://www.financial-ombudsman.org.uk/
Let us know if you need any extra help or support.
We are committed to providing a complaints service that is accessible to all our customers. If you will have any difficulties with any elements of the process that is outlined above, or if there are circumstances that might mean we need to change the way in which we handle your complaint then please let us know when you tell us about your complaint.
GET IN TOUCH
If you require any further information about our financial advice, or what to do if you need to raise a concern, contact Options Mortgage Services in Reading, Berkshire today.
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0118 954 1000
info@optionsmortgages.co.uk