Our aim is to provide you with a first-class standard of service.  However, there may be occasions when you feel that this objective has not been achieved. If you’d like to raise your concerns with us you can contact us in the following ways:

Call us: 020 3633 5638

Email us: info@mypropertyloan.co.uk

Write to us: mypropertyloan.co.uk,
18 Lambourne Crescent,
Cardiff Business Park,
Llanishen,
CF14 5GF

If you raise your complaint in writing, it helps our investigation if you include:

  • Your name and address
  • A description of your complaint and how you have been affected
  • When your issue happened
  • A contact number (or other preferred method of contact) and a convenient time to contact you

WHAT HAPPENS NEXT?

We will acknowledge your complaint promptly following receipt, enclosing a copy of these procedures.

We will try to resolve your complaint as quickly as possible. If we resolve your complaint by the end of the third business day after it was made and you have accepted our response, we will write to you to confirm this and to provide information in relation to what you can do if you remain dissatisfied.

If we have reasonable grounds to be satisfied that another firm may be solely or jointly responsible for the allegations made, we will promptly forward the complaint or the relevant part of it to that firm. We will write to you to confirm our actions and provide contact details of the firm concerned.

FOR MORE COMPLEX ISSUES, WE MAY NEED MORE TIME TO INVESTIGATE YOUR CONCERNS.

If we are unable to resolve your complaint by the end of the third business day after it was made, we will write to you promptly to let you know that we have received your complaint and are dealing with it. We will keep you informed of what progress we are making in relation to resolving your complaint.

OUR FINAL RESPONSE

We will endeavour to send you our Final Response Letter; addressing your concerns and providing you with our decision within 8 weeks or keep you informed of the progress of your complaint if not resolved before then. If we are not in a position to provide our final response, we will explain why we have not been able to achieve a resolution and provide details on when we would expect to be able to provide our proposed resolution.

At this time, you will be entitled to refer your complaint to the Financial Ombudsman’s Service who can be contacted at using the details below. We will also enclose the Financial Ombudsman Service consumer leaflet.

In our final response letter, we will set out our final view on the issues raised in your complaint and say whether we:

  • Accept your complaint and where appropriate offer redress
  • Are offering redress without accepting your complaint
    reject your complaint
  • If we reject your complaint, our Final Response Letter will explain why we have reached this decision.

THE FINANCIAL OMBUDSMAN SERVICE

Once we have provided our final response, or in any event after eight weeks, you have the right to refer your complaint to the Financial Ombudsman Service, free of charge – but you must do so within six months of the date of our final response. If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if they believe that the delay was as a result of exceptional circumstances.

The Financial Ombudsman Service can be contacted at:

Telephone:                            0800 023 4567

Postal Address:

Financial Ombudsman Service,
Exchange Tower,
London,
E14 9SR

You can also visit their website for more information:

Website:                                 www.financial-ombudsman.org.uk

You should allow us to complete our internal complaints procedure before you refer your concerns to the Financial Ombudsman Service.

We shall deem the matter closed when;

Our investigation has been completed and a Final Response Letter has been sent to you, or;
Where you have indicated, in writing, acceptance of any earlier response, where appropriate.