Complaints Procedure

Your guide to our customer complaints procedure.

We aim to offer expert knowledge and a first-class service, but there may be occasions when you feel you have cause to complain. If you have a complaint, we would like to be able to speak to you about it to give us the opportunity to put it right.

Call our office on 0800 170 1888 (free from mobiles and landlines). Our office is open Monday to Friday, 8:30am to 5:30pm.

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Write to us

In order for us to resolve your complaint as quickly as possible, please write to us at The Compliance Officer, The Buy to Let Business, Building Eight, Watchmoor Park, Camberley, Surrey, GU15 3YL, including the following information:

  • Full name
  • Purchase/remortgage address
  • As much information about the complaint as you can provide
  • Any particular actions you wish us to take to resolve your complaint
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Next steps

We’ll record your complaint and do all we can to resolve it as quickly as possible. We’ll send you an acknowledgement letter within five business days of your complaint being received. We will also tell you when we will be able to give you a more detailed response.

The Financial Conduct Authority allows us eight weeks to provide a response, but we will aim to resolve your complaint much earlier than this.

If you’re still not happy

If we cannot settle your complaint, the Financial Ombudsman Service provides a free and independent service for consumers and can be contacted at:

The Financial Ombudsman Service
Exchange Tower, Harbour Exchange Square, London E14 9SR 
Under EU regulation, from 15 February 2016, for products and services bought online you have the right to refer any complaint to the Online Dispute Resolution platform (ODR) who can put you in touch with the right body to help resolve your complaint. The ODR will still refer you to the Financial Ombudsman Service as the alternative dispute resolution body. The Financial Ombudsman Service will refer you back to our complaints process unless you’ve already been through this. So you might prefer to go straight to the Financial Ombudsman Service after you’ve been through our complaints process. If you decide to use the ODR platform, when you complete the form online please include the following e-mail address as our contact point:

Contact Us

Trading office: Building Eight,
Watchmoor Park, Camberley,
Surrey, GU15 3YL
Registered in England No. 5695802

Tel. 0800 170 1888