Legal information

Expertmortgageadvisor.co.uk is an information website – all of our content is written by qualified mortgage advisors to provide current, reliable and honest mortgage information.

Expert Mortgage Advisor is a trading name of Expert Money Advice LTD and is an introducer appointed representative of Option Finance LTD. We are regulated by the FCA financial services register number 78847834. Expert Money Advice Ltd is registered in England under number 11006420.

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 who 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.

The Financial Conduct Authority does not regulate some forms of buy to let mortgages.

Complaints procedure

Expert Mortgage Advisor LTD 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 LTD
Kings Chambers
34 Queen Street
Derby
DE1 3DS

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 Mortgage Advisor LTD 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 expert 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.