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At Emortage, we are committed to providing the highest level of service to our customers. However, if you are dissatisfied with any aspect of our service, we encourage you to let us know so that we can address your concerns. This Complaints Policy explains how you can file a complaint and how we will handle it.

1. How to File a Complaint

If you have a complaint, you can contact us through any of the following methods:

By Post:
Emortage
20 Farringdon Street,London EC4A 4AB, United Kingdom

By Phone:
+44 20 3868 1200

By Email:
[email protected]

Online:
You can submit a complaint through our website at emortage.com/complaints-policy.

When submitting a complaint, please provide:

  • Your full name and contact details.
  • A clear description of your complaint.
  • Any relevant reference numbers or supporting documents.
  • How you would like us to resolve the issue.

2. How We Handle Complaints

Step 1: Acknowledgment
  • We will acknowledge receipt of your complaint within 5 business days.
  • You will receive a unique complaint reference number.
Step 2: Investigation
  • We will conduct a thorough review of your complaint and investigate the issue.
  • We may contact you for additional information if needed.
Step 3: Resolution
  • We aim to resolve all complaints within 8 weeks of receipt.
  • If we are unable to resolve your complaint within this timeframe, we will inform you of the delay and the reason.
  • Once a resolution is reached, we will provide a Final Response Letter explaining our findings and any actions taken.

3. If You Are Not Satisfied with the Outcome

If you are unhappy with our final response or if 8 weeks have passed since you first raised your complaint, you have the right to escalate your complaint to the Financial Ombudsman Service (FOS).

Contact Details for the Financial Ombudsman Service (FOS):

By Post:
Financial Ombudsman Service
Exchange Tower, London, E14 9SR, United Kingdom

By Phone:
0800 023 4567 (Free from UK landlines)
0300 123 9123 (Charged at mobile rates)

By Email:
[email protected]

Online:
Visit www.financial-ombudsman.org.uk for more details on how to escalate your complaint.

4. Consumer Protection and Regulatory Compliance

Emortage is committed to fair and transparent complaint handling in compliance with:

  • Financial Conduct Authority (FCA) regulations
  • Financial Ombudsman Service (FOS) guidelines
  • UK Consumer Protection Laws

We take all complaints seriously and strive to resolve them efficiently and fairly.

5. Updates to This Complaints Policy

We may update this Complaints Policy from time to time to reflect changes in regulations or business operations. The latest version will always be available at emortage.com/complaints-policy.