Complaints

Our number one priority is to provide customers with the highest level of service. However, we know that sometimes things can go wrong. Customer feedback helps us understand where things have gone wrong and gives us the opportunity to put them right. It also helps us understand where we need to improve our products and services.

If you have a complaint about our Adviser or the service you received please contact us.

Post: Attn: Resolutions Department (Complaints), Ascot Mortgages, 8 Webster Court, Westbrook, Warrington, Cheshire, WA5 8WD

Email: [email protected]

Phone: 01925 711558  (calls will be recorded for training and quality purposes)

If your complaint cannot be resolved straightaway we will:

Acknowledge receipt in writing, confirming our understanding of your complaint, who will be handling it and giving you the opportunity to provide any further information or documents.

In some circumstances you will have the opportunity to refer your complaint to the Financial Ombudsman Service (FOS) if you remain unhappy with the outcome of your complaint.  Further details can be obtained via the link below: www.financial-ombudsman.org.uk