Customer Disputes Resolution

At Mortgage Solutions Centre it is our commitment that if a dispute were to arise it will be resolved in a fair and impartial manner and we will take into consideration the Financial Conduct Authority’s principles relating to Treating Customers Fairly.

Details of our complaints handling process and how to contact the Financial Ombudsman Service are included in "The Customer Disputes Resolution Process" brochure please click the button below.

Committed to Treating Our Customers Fairly

At Mortgage Solutions Centre, we are committed to offering our customers the highest possible standards of service. In so doing we are pleased to support the Financial Conduct Authority initiative ‘Treating Customers Fairly’. We recognise that both we and our customers have everything to gain if we look after your best interests and treat you fairly in all aspects of our dealings with you

Our commitment to you:

We will:

• provide you with clear information about the products and service we offer, including fees and charges
• ascertain your individual needs, preferences and circumstances before recommending a mortgage and any protection products
• only recommend a mortgage and protection that we consider suitable for you and that you can afford – and always the most suitable from the available options
• not recommend a mortgage if we can’t find one we consider suitable
• encourage you to ask if there is something you don’t understand
• give you access to a formal complaints procedure should you become unhappy with our service

How you can help us:

To help us give you the most appropriate advice, we will ask you to:
• tell us as much as possible about your income, outgoings and circumstances, to enable us to properly assess how much you can afford
• let us know about changes that might affect your ability to repay a mortgage
• let us know if there is any aspect of our service, or of a product we have discussed or recommended that you don’t understand
• tell us if you think there are ways we can improve our service

Mortgage Solutions Centre