Make My Mortgage Ltd is an appointed representative of PRIMIS Mortgage Network, a trading name of Personal Touch Financial Services 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, we want to hear about it so we can put it right. You can make a complaint by any reasonable means — telephone, letter, or email.
We use this process when:
We will investigate and aim to resolve your complaint within three business days of receipt. If you accept our proposed resolution, we will send you written confirmation.
If we cannot reach a resolution by the end of the third working day, the case will be referred to PRIMIS Mortgage Network and handled under the Formal Complaints Process.
For complaints that cannot be resolved quickly, or those escalated to PRIMIS, the formal process applies. PRIMIS will acknowledge your complaint promptly and keep you informed throughout their investigation.
More information about PRIMIS' role in complaints handling and how Appointed Representatives' relationships work is available at primis.co.uk/privacy-notices/complaints.
If you remain dissatisfied after our final response, you may have the right to refer your complaint to the Financial Ombudsman Service (FOS) — a free and independent service for resolving disputes between consumers and financial businesses.
www.financial-ombudsman.org.uk | 0800 023 4567
Financial Ombudsman Service, Exchange Tower, London, E14 9SR