Positive Mortgages
Complaints Process

Positive Mortgages Complaints Process

Positive Mortgages is dedicated to providing the utmost professional service to customers.

However, we do recognise that very occasionally there may be circumstances where things do not go as planned and a customer has cause to complain about our service.

We want you to tell us if you feel we have not provided the service you expected. We treat all complaints seriously and work to resolve any issues quickly and make any improvements we can to our service as a result.

You can let us know by email, phone or in writing to:

Positive Mortgages
Positive House
GP Centre
Yeoman Road
Ringwood
Hampshire
BH24 3FF

E-Mail: [email protected]

Telephone: 01202 850 830

Please let us know:

• Your name and address
• The member of staff who you dealt with
• The nature of your complaint and how this has affected you
• When the issue arose
• Contact details so we may respond to you quickly

What do we do next?

We adhere to all dispute resolution guidance issued by the Financial Conduct Authority and will do all we can to resolve your complaint quickly.

We will contact you to discuss your complaint and agree a resolution to the issue that has arisen. If we can do this within 3 working days we will confirm in writing what has been agreed.

For more complex issues we may need more time to investigate. If this is the case we will:

• Formally acknowledge receipt of your complaint and our understanding of the concerns raised
• Keep you updated on the progress of our investigation.
• If we need more information or to clarify anything we will contact you promptly

Once we have completed a thorough investigation we will give you a formal final response letter. This will explain the investigation carried out and how we have reached our decision and what we are going to do to put this right.

If you are not satisfied with our decision you can contact the Financial Ombudsman Service (FOS) at:

• By phone – 0800 0234 567 this is a free phone line
• Web – financial-ombudsman.org.uk
• Post – Financial Ombudsman Service, Exchange Tower, London. E14 9SR

Please note that FOS will not deal with your complaint until you have given us the opportunity to investigate and respond to you first.