Complaints Procedure
Our commitment to resolving your concerns fairly and promptly. If something goes wrong, we want to hear from you and put things right.
Our Commitment to You
At Remortgage Help, we aim to provide excellent service. However, if something goes wrong or you’re unhappy with our service, we want to hear from you and put things right. We take all complaints seriously and are committed to resolving them fairly and promptly.
How to Complain
Contact Us
Please tell us about your complaint as soon as possible. The sooner you contact us, the quicker we can help resolve the issue.
What to Include
- Your name and contact details
- Your application or case reference (if applicable)
- Details of your complaint — what happened and when
- What you’d like us to do to resolve the issue
- Copies of relevant documents or correspondence
Our Response
We will keep you informed throughout our investigation and aim to resolve your complaint as quickly as possible.
Within 3 Business Days
We’ll acknowledge your complaint in writing and confirm who’s handling it.
Within 8 Weeks
We aim to fully investigate and resolve your complaint. We’ll send you either a Final Response explaining our findings, or an update if we need more time.
If You’re Not Satisfied
If you’re unhappy with our final response, or if we haven’t responded within 8 weeks, you have the right to escalate your complaint to the Financial Ombudsman Service (FOS).
The FOS provides a free, independent dispute resolution service for financial services complaints.
Financial Ombudsman Service
If you’re not satisfied with our response, you can refer your complaint to the Financial Ombudsman Service free of charge.
Exchange Tower
London
E14 9SR
0300 123 9123
What Types of Complaints Do We Handle?
Your Rights
Throughout the complaints process, you have the right to:
Be Treated Fairly
With respect and professionalism throughout the process
Thorough Investigation
Have your complaint investigated thoroughly and impartially
Regular Updates
Receive regular updates on the progress of your complaint
See Documentation
Access all relevant documentation about your complaint
Bring Support
Have a representative or support person present
Escalate
Refer to the Financial Ombudsman Service if unsatisfied