Your Rights - The Mortgage Experts

Your Rights

Your Rights: We’re Here to Help

At The Mortgage Experts, providing you with outstanding service is our top priority. But if something isn’t right, we want to hear about it. Your feedback helps us fix problems, learn from mistakes, and improve the way we support our customers.

Got a Complaint?

If you’re unhappy with the service you’ve received or wish to raise a concern about your adviser, please get in touch with us:

By Post:
Resolutions Department (Complaints)
The Mortgage Experts
c/o Mortgage Advice Bureau Limited
Capital House, Pride Place, Derby, DE24 8QR

By Email:
complaints@mab.org.uk

By Phone:
01332 200020
(Please note: Calls may be recorded and monitored.)

What Happens Next?

If we can’t resolve your complaint straight away, we will:

  • Acknowledge your complaint in writing.

  • Confirm our understanding of the issue.

  • Let you know who is handling your case.

  • Give you the chance to provide any extra information.

If You’re Still Not Satisfied

You have the right to refer your complaint to the Financial Ombudsman Service (FOS) for a free, independent review. This must be done within six months of the date of our final response.

Important:
The FOS can only help once you’ve tried to resolve the issue with us first.

Only certain types of complaints can be reviewed by the FOS — for example, most Buy to Let mortgages fall outside its jurisdiction.

Additionally, the FOS might not consider your complaint if:

  • The issue happened more than six years ago, and

  • You’re complaining more than three years after you became aware (or should have become aware) of the issue.

In these cases, the Ombudsman will only consider your complaint in exceptional circumstances.

Contacting the Financial Ombudsman Service

By Post:
The Financial Ombudsman Service
Exchange Tower, London E14 9SR

By Phone:
0800 023 4567 or 0300 123 9123

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

Website:
www.financial-ombudsman.org.uk

Alternative Dispute Resolution (ADR)

The ADR Directive is a European regulation offering other ways to resolve disputes between consumers and businesses. In the UK, the Financial Ombudsman Service acts as the official ADR provider for financial services.

At The Mortgage Experts, we choose to deal with complaints directly rather than pass them on under the ADR Directive. However, this does not affect your statutory rights to refer your complaint to the FOS as explained above.

Online Dispute Resolution (ODR)

You can also submit complaints via the Online Dispute Resolution (ODR) platform at:
http://ec.europa.eu/consumers/odr

Any complaints made through the ODR will be passed to the FOS and then on to us. We’ll handle them the same way we treat all complaints.