Woodhall Mortgages is authorised and regulated by the Financial Conduct Authority (FCA, FRN 762513). As an FCA-regulated firm, we are required to have in place a clear and fair complaints procedure and to handle all complaints promptly and fairly.
How to make a complaint
If you are unhappy with any aspect of our service, please contact us using any of the methods below. We will acknowledge your complaint promptly and work to resolve it as quickly as possible.
To help us resolve your complaint as quickly as possible, please include your name, contact details, a description of your concern and, where relevant, any reference numbers or correspondence you hold.
What happens next
1
We acknowledge your complaint
We will acknowledge receipt of your complaint promptly in writing. If we are able to resolve your complaint within three business days, we will send you a summary resolution communication instead of a formal response.
2
We investigate
A senior member of our team will carry out a thorough investigation into the issues you have raised. We may contact you during this process if we need any further information from you.
3
We send our final response
We will send you a written final response setting out our findings and any action we propose to take. We aim to do this within eight weeks of receiving your complaint.
4
If you remain unhappy
If you are not satisfied with our final response, or if eight weeks have passed without a final response, you have the right to refer your complaint to the Financial Ombudsman Service, free of charge. Details are set out below.
Our response timeframes
3d
Within 3 business days
If we can resolve your complaint quickly, we will contact you with a summary resolution communication. This is a brief written confirmation of the outcome rather than a full response letter.
4w
Within 4 weeks
For more complex complaints, we will contact you to let you know our investigation is ongoing and provide a progress update where possible.
8w
Within 8 weeks
You will receive our final response. If we cannot resolve the complaint within eight weeks, we will write to you explaining why and inform you of your right to refer the matter to the Financial Ombudsman Service.
The Financial Ombudsman Service
If you are not satisfied with our final response, or if we have not issued a final response within eight weeks of receiving your complaint, you have the right to refer your complaint to the Financial Ombudsman Service (FOS).
The FOS is an independent service that resolves disputes between consumers and financial businesses. Referral to the FOS is free of charge for consumers.
You must normally refer your complaint to the FOS within six months of receiving our final response letter. The FOS may not consider complaints from certain types of business or large enterprises.
