Mortgages
If you have a complaint about your mortgage, we can help. Find out more about the types complaints we look at, and what we can do to help put things right.
Types of complaint we see
To find out more about how we approach specific types of mortgage complaints, choose the relevant area below.
Bringing your complaint to us
Our service is free and easy to use.
When you bring a complaint to us about a pension, it's our job to weigh up all the facts. We’ll make a decision about what happened using evidence from you, the financial business and any relevant third parties. We'll also consider:
- the relevant law
- any regulations that applied at the time
- any industry codes of conduct that were in force at the time
When we've finished investigating, we’ll tell you whether we think the business treated you fairly or not. And we’ll explain how we reached our decision.
If we think the business treated you unfairly, we'll tell them to put you back where you'd be if they hadn't made a mistake. We might also ask them to make an award for any distress and inconvenience caused.
How long it takes
In general, for most types of mortgage complaint, it takes about one month for us to allocate cases. It can sometimes take longer, depending on what your complaint is about.
We’re working hard to reduce the time it takes to allocate cases for investigation, so you may hear from us sooner than this.
- Find out more about when you can expect to hear from us once we’ve started to investigate your complaint.
- If you’re facing financial hardship or severe ill health, please let us know.
- If you’re experiencing financial difficulties, you may also find the Money Advice Service website useful, it contains a list of online debt advice services where you can get immediate and personalised help.
