Mortgage adviser explaining options to a man and a woman

Feedback & Complaints

We pride ourselves on offering our customers the very highest level of advice and service possible, which is why customer feedback is so important to us. It helps us understand how we can improve our team and where we can improve our products and services.

If you have some feedback about your Adviser or the service you have recieved from our firm, please contact us:

Post:

Compliance Department (Complaints), Ricki Wenn
Cozens and Dean Ltd t/a Mortgage Force Cambridgeshire
17 Elwyn Road
March
Cambs
PE15 9BT

Email: rickiw@mortgageforce.co.uk

Phone: 01354 659425

(We may record and monitor calls.)

If a complaint arises and cannot be resolved immediately, 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 additional documents.
After investigating your concerns, we will respond as quickly as possible and if no decision has been reahced will will updated you on progress after 8 weeks.

The Financial Ombudsman Service

If you're dissatisfied with our response, you can ask the Financial Ombudsman Service for an independent review free of charge, but you must do so within six months of the firm's final response letter.

The Financial Ombudsman Service (FOS) will only consider your complaint once you've tried to resolve it with us, so please take up your concerns with us first. We do our best to resolve complaints.

The FOS is also only able to consider certain categories of complaint, for example complaints about Buy to Let mortgages, which are not regulated by the Financial Conduct Authority will normally be outside the jurisdiction of the FOS.

In addition, the FOS might not be able to consider your complaint if:

What you're complaining about happened more than six years ago, and
You're complaining more than three years after you realised (or should have realised) there was a problem.

If your complaint was made outside of these time limits, it is a matter for The Ombudsman to decide. The Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if it believes that the delay was as a result of exceptional circumstances.

Further information on the services provided by the Financial Ombudsman Service can be found on their website: http://www.financial-ombudsman.org.uk

Other contact points are by:

Post:

The Financial Ombudsman Service
Exchange Tower
London
E14 9S

Phone:

0800 023 4567 OR 0300 123 9123

Email:

complaint.info@financial-ombudsman.org.uk

Alternative Dispute Resolution (ADR) Directive

The ADR directive is European law, which means alternative ways of resolving contractual disputes between customers and businesses are available. The Financial Ombudsman Service (FOS) is the ADR provider for Financial Services in the UK, and will provide a complaint ahndling service under the ADR Directive in addition to its role as an Ombudsman Service.

Our Firm has decided to continue dealing with customer's complaints when they are recieved rather than pass the responsibility to the FOS under the ADR diretive. This does not affect customers' statutory rights of referral to the FOS as outlined above.

Any complaitns recieved via the ADR will be forwarded to the FOS and then to our Firm. Complaints recieved by this method will be treated in the same way as those recieved through existing means and your rights are unaffected.