We do everything we can to get things right first time for our customers. But of course, sometimes things don't go as expected. If you feel this has happened to you, let us know as soon as possible. We'll work with you to understand what's happened and find a way to put things right again.
You're also free to include any other relevant information.
Call us on 08000 30 40 60 from a landline, or +44 1793 774 239 if you're calling from outside the UK.
Our lines are open 9am-5pm Monday to Friday and 9am-1pm on Saturdays.
Calls placed to Derbyshire Home Loans Ltd and E-mex Home Funding Ltd will be managed by The Mortgage Works, who act as agents on our behalf.
What happens after you've complained?
We'll record your complaint and do all we can to resolve it as quickly as possible. This may involve calling you, so it's important to note our calls may display as an 0800 number on some phones.
We'll make every effort to resolve your complaint as soon as possible – by no later than 15 days (or 35 days in exceptional circumstances) where it relates to a payment transaction, and 56 days where it relates to any other matter (including PPI).
Summary Resolution Communication You'll receive this if we've been able to resolve your complaint to your satisfaction within 3 working days following the day we received your complaint. This generic letter will let you know your complaint has been resolved and will tell you about the Financial Ombudsman Service (FOS).
Final Response We'll do everything we can to resolve your complaint within 3 working days. If we're unable to do this, we'll send you a letter acknowledging your complaint and will continue to keep you updated on our progress. As soon as we've completed our investigations we'll send you our Final Response.
It will also provide information about the FOS.
If you decide to refer your complaint after we've issued our Final Response, you should do so within 6 months of the date on our Final Response letter.
An alternative online method of accessing the Financial Ombudsman Service is also available, but only for customers who applied for goods and services online and are resident in the European Union. If you choose to submit your complaint in this manner, it will be forwarded to the Financial Ombudsman Service. Although you're free to use this method to submit your complaint, we would recommend that you go direct to the Financial Ombudsman Service using the details above to save you time in having your complaint reviewed, as it will be received and actioned directly by the Financial Ombudsman Service.