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What to do if you’re unhappy with our service

What to do if you’re unhappy with our service

We strive to offer a great level of service to every single person we speak to, every time, but we don’t always get it right. In the case that a dispute  arises we operate an effective complaints policy which ensures that, regardless of the outcome of the complaint, we consistently deliver fair treatment to complainants and act proactively to reach a resolution. If you are unhappy about any aspect of the service provided by Which? Mortgage Advisers and would like to make a complaint please get in touch with us using the following contact details:

Telephone: 0117 981 7999
Email: compliance@whichmortgageadvisers.co.uk
Address: Compliance Department, First Floor, One Castlepark, Tower Hill, Bristol, BS2 0JA

We will usually respond to your complaint within 5 working days, and provide a final response within 8 weeks. If you are dissatisfied with our final response to your complaint, or if we are unable to resolve your complaint within 8 weeks, you will have the right to refer your complaint to the Financial Ombudsman Service:

Telephone: 0800 023 4567 or 0300 123 9123 (mobile friendly)
E-mail: complaint.info@financial-ombudsman.org.uk
Address: The Financial Ombudsman Service, Exchange Tower, London E14 9SR
Website address: http://www.financial-ombudsman.org.uk/

Please note that complaints must be referred to the Financial Ombudsman within a maximum of six months of our final response to you.

You can also find our more about our complaints process in our complaints leaflet.


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