At Barrett Mortgages, we are committed to delivering exceptional service. However, we understand that sometimes things don’t go as planned. When that happens, we encourage you to let us know so we can address your concerns promptly, fairly, and with the utmost professionalism.
How to Contact Us
You can reach out to us via the following methods:
Phone: 0345 130 7446 (Option 6 for Compliance)
Mail: Complaints Department, Mortgage Intelligence, 4th Floor, Roddis House, 12 Old Christchurch Road, Bournemouth, Dorset, BH1 1LG
Please provide as much detail as possible about your complaint, including any relevant documents or information that can help us investigate.
What to Expect From Us
Step 1: Initial Acknowledgement
Once we receive your complaint, we aim to address straightforward cases within 3 working days. If we can resolve it within this timeframe, we’ll notify you immediately with the outcome.
Step 2: Investigation
If your complaint requires a more in-depth review, we will:
Acknowledge receipt of your complaint in writing.
Confirm our understanding of the issue.
Provide an estimated timeline for resolving the matter.
A dedicated Complaint Handler will be assigned to your case. They will be your point of contact throughout the process and will ensure your concerns are thoroughly investigated.
Step 3: Updates
4-week update: If the investigation takes longer than 4 weeks, your Complaint Handler will contact you with an update on our progress.
8-week update: If we are unable to resolve your complaint within 8 weeks, we will explain the reasons for the delay and advise on the next steps. If you prefer not to wait, you can escalate your complaint to the Financial Ombudsman Service.
Final Response
When our investigation is complete, we will send you a final response letter. This letter will:
Summarise your complaint.
Outline the investigation process.
Detail our findings and the outcome.
Provide a clear explanation of any resolutions or actions we have taken.
What If You Are Not Satisfied?
If you are unhappy with our final decision or the time it has taken to resolve your complaint, you have the option to refer your case to the Financial Ombudsman Service. This is a free and impartial service that reviews complaints between consumers and financial businesses.
How to Contact the Financial Ombudsman Service
Phone: 0800 023 4567
Mail: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Website: www.financial-ombudsman.org.uk
Please note that you must refer your complaint to the Ombudsman within 6 months of receiving our final response.
Our Commitment to Improvement
Your feedback is invaluable to us. It not only helps us resolve your concerns but also allows us to improve our services for all our clients. If you have any questions or need further assistance, don’t hesitate to reach out to us.
At Barrett Mortgages, we are here to help.
