Expertmortgageadvisor.co.uk is an information website – all of our content is written by qualified mortgage advisors to provide current, reliable and accurate mortgage information.
Expert Mortgage Advisor is a trading name of Expert Money Advice Limited. Expert Money Advice Limited is a registered company in England under number: 11006420. Registered Office: 119a Friar Gate, Derby, DE1 1EX. Expert Money Advice Limited is authorised and regulated by the FCA (Financial Conduct Authority). FCA REGISTERED NUMBER 831021
The information on the site is not tailored advice to each individual reader, and as such does not constitute financial advice. All the mortgage advisors we work with are fully qualified to provide mortgage advice and are authorised and regulated by the Financial Conduct Authority. By making an enquiry you accept that your information will be passed to one of the specialists.
Although specialists aim to call back within an hour, the maximum waiting time can be up to 24 hours. This is due to peaks in the volume of incoming enquiries, which is unfortunately out of our control. There may also be delays due to the nature of your enquiry.
The Financial Conduct Authority does not regulate some forms of buy to let mortgages.
Complaints procedure
Expert Money Advice Limited is committed to providing services of the highest standards. By informing us of your dissatisfaction allows us the ability to put things right and also improve processes for other users.
Please follow our complaints procedure below so that we can pass your complaint to the right person and resolve things as quickly as possible:
Contact us via email
Email your complaint to us at [email protected]
Contact us via post
Write to us at our head office address
Complaints
Expert Mortgage Advisor
119a Friar Gate
Derby
DE1 1EX
Contact us via phone
0800 195 0490
Please provide us with the following:
- Your name, address, and phone number
- A concise description of the complaint (with details of the people/procedure in question)
- A description of how you would like us to put things right
We’ll always do our best to handle your complaint immediately however it can often take time to investigate, we will aim to respond to your complaint in writing (email if appropriate) within 5 working days of receipt. We then aim to fully resolve complaints within 4 weeks but if things take longer we will contact you to explain an idea of when we will be able to get things resolved.
If you email we will reply via email, but we may also contact you by phone or post where necessary and appropriate.
If your complaint is about an advisor
Expert Money Advice Limited accepts no responsibility for advice or services provided by any third parties, but if you have a complaint directly to do with our service or one of the qualified mortgage advisors that we’ve introduced to you, then please do let us know.
We take these complaints very seriously as we work very hard to ensure our users always receive outstanding customer service, however, we cannot be held responsible for the actions of another company and as such you will need to take the complaint up with them directly following their complaints procedure. This is usually first dealt with them directly, or with the regulator and financial ombudsman.
Where the products are FCA regulated
You can ask The Financial Ombudsman Service to review your complaint – they handle disputes with financial firms, but will only deal with your complaint once you have tried and failed to resolve the issue directly with the brokerage in question.
How to contact the Financial Ombudsman Service
By post:
Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London E14 9SR
Phone: 0800 023 4 567 or 0300 123 9 123 from a mobile
Website: www.financial-ombudsman.org.uk
Other products
Where complaints are relating to a non-regulated product, there are no other official avenues than direct with the brokerage or via Trading Standards.
Any questions?
Do not hesitate to contact us for clarification about any of the issues discussed in any of the articles. Simply contact us via any of the options on our contact page and we will do our best to clarify any of the matters discussed to you until you understand.