YOUR GUIDE TO THE COMPLETE COMPLAINTS PROCEDURE

If you have a complaint about our service, please tell us. We want to put things right ideally first time. With the help of your comments we can continually improve our services.

Our complaints procedure has three steps for you to follow when you make a complaint. Our internal complaints procedure is registered with the Financial Services Authority (our regulator) and the Financial Ombudsman Service. This 3-step approach is recommended as best practice within the mortgage industry.

The 3 steps are as follows; -

STEP 1

You are asked to contact Complete at the location which has given you the service you want to complain about. They can usually sort out the complaint straight away. If they cannot they will acknowledge your complaint in writing within 5 days of receipt, and tell you how long it will take before they can give you an answer unless :

a) the complaint is resolved within 24 hours to your satisfaction
b) the Final Response can be issued within this timeframe.

Normally your complaint will be resolved within 28 calendar days, however if this is not possible you will be sent a letter stating when you will receive a response and also explaining your rights to take your complaint to the Financial Ombudsman Service should this be necessary.

STEP 2

If the complaint cannot be resolved satisfactorily within Step 1
You can elevate your complaint to the CMLS Compliance Director to request a review and seek resolution.

If you want to put your complaint in writing please address it to :

D.Cain
Complete Mortgage & Loan Services Ltd
9 Compass Point
Ensign Way
HAMBLE
Hampshire SO31 4RA.

STEP 3

If you are not satisfied with the response to your complaint, the Financial Ombudsman Service may be of assistance. You must take your complaint to the Financial Ombudsman Service, if you are not satisfied with the Complete's response within 6 months of the issuing of a Final Response Letter. We will supply you with a leaflet explaining the role of The Ombudsman and how they will address your complaint.

The Financial Ombudsman Service can be contacted at:

South Quay Plaza
183 Marsh Wall
London E14 9SR.

Telephone 0845 080 1800.
Website www.financial-ombudsman.org.uk