Complaints Procedure
We want every interaction with Mortgage Bridge to be clear, helpful and professional. If something has gone wrong, please tell us so that your concerns can be reviewed and directed to the organisation responsible.
Who should handle your complaint?
Mortgage Bridge is a mortgage introducer and does not provide regulated mortgage advice. The correct complaint route therefore depends on whether your concern relates to our introduction service or to advice provided by an FCA-authorised mortgage adviser.
Mortgage Bridge’s service
Contact Mortgage Bridge if your concern relates to our website, enquiry process, communications, use of your information or the way your introduction was handled.
Regulated mortgage advice
Contact the FCA-authorised adviser firm responsible if your concern relates to mortgage advice, a recommendation, suitability, an application or the conduct of an adviser.
Complaints about Mortgage Bridge
Please contact us if your complaint concerns something Mortgage Bridge has done, including:
- our website or online enquiry process;
- our communications with you;
- the way we handled or passed on your enquiry;
- the way a member of the Mortgage Bridge team treated you;
- our handling of your personal information; or
- another aspect of our mortgage introduction service.
Mortgage Bridge Ltd
9A Leicester Road
Wigston
United Kingdom
LE18 1NR
Please mark postal correspondence or the subject of your email as “Complaint”. We will review the concern fairly, respond as soon as reasonably possible and keep you informed if we need further information.
Complaints about regulated mortgage advice
If your complaint concerns regulated advice, a mortgage recommendation, suitability, an application or an adviser’s conduct, it should be sent to the FCA-authorised adviser firm responsible for that service.
The correct firm and its regulatory details should appear in documents or communications supplied by the adviser. These may include:
- the adviser’s initial disclosure document;
- their terms of business;
- a suitability report or recommendation;
- application correspondence;
- an email signature; or
- the adviser firm’s privacy notice.
If you cannot identify the adviser firm
Contact Mortgage Bridge with your name, contact details and any information you have about the adviser. We will try to identify the firm to which your enquiry was introduced and help direct you to the appropriate complaints contact.
Where appropriate and with your permission, we may forward your complaint to the relevant firm. That firm—or its appointed principal or network where applicable—will be responsible for investigating the regulated-advice complaint.
What to include in your complaint
Providing the following information can help the responsible organisation review your complaint efficiently:
- your full name and preferred contact details;
- the name of the adviser or service involved, if known;
- a clear description of what happened;
- relevant dates and the approximate time of events;
- copies of relevant correspondence or documents;
- details of any financial loss, inconvenience or distress; and
- what you would like the organisation to do to resolve matters.
Please do not send original documents. If particularly sensitive information is required, ask how it should be provided securely.
What happens next?
Your complaint is recorded
The complaint will be reviewed to identify what it concerns and which organisation is responsible.
Further information may be requested
You may be asked for documents or clarification needed to understand and investigate the complaint.
You receive a response
The responsible organisation will explain its findings, any proposed action and any further rights or escalation routes that apply.
FCA-authorised firms are generally required to provide their written complaint outcome within eight weeks. Different time limits can apply in certain circumstances, and the responsible regulated firm will explain the applicable procedure.
Financial Ombudsman Service
If an eligible complaint concerns a regulated financial service and you remain dissatisfied with the regulated firm’s final response—or the firm has not responded within the applicable time—you may be able to refer the complaint to the Financial Ombudsman Service.
The Financial Ombudsman Service is independent of the FCA and is free for consumers to use. It will decide whether it has jurisdiction to consider a particular complaint.
You will usually need to contact the Financial Ombudsman Service within six months of the date of the regulated firm’s final response. The final response should explain the applicable deadline.
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Help making a complaint
You may ask a relative, friend, support worker or other representative to help make your complaint. We may need your permission before discussing personal information with another person.
If you need this procedure in another format, or require a reasonable adjustment to communicate with us, please email hello@mortgagebridge.co.uk or call 0333 014 0230.
Making a complaint will not affect how your concern is considered, and you are not required to use a solicitor or claims management company.
Important information: Mortgage Bridge provides information only and acts as a mortgage introducer. We do not provide mortgage advice or make lender recommendations. We can introduce you to an FCA-regulated mortgage adviser who can provide personalised mortgage advice.