Your Rights

Open & Honest Mortgage Advisor in Cardiff

Our number one priority is to provide customers with the highest level of service. However, we know that sometimes things can go wrong. Customer feedback helps us understand where things have gone wrong and gives us the opportunity to put them right. It also helps us understand where we need to improve our products and services.

If you have a complaint about your Advisor or the service you received please contact us.

Post: UK Moneyman Limited (Complaints), 410 Wincolmlee, Hull, HU2 0QL Email: admin@ukmoneyman.com Phone: 0333 412 2222 (9am-5pm, Monday to Friday)

If your complaint cannot be resolved straightaway we will:

• Acknowledge receipt in writing, confirming our understanding of your complaint, who will be handling it and giving you the opportunity to provide any further information or documents.

The Financial Ombudsman Service

If you’re dissatisfied with our response, you can ask the Financial Ombudsman Service for an independent review free of charge, but you must do so within six months of the date of UK Moneyman’s final response letter.

The Financial Ombudsman Service (FOS) will only consider your complaint once you’ve tried to resolve it with us, so please take up your concerns with us first and we’ll do all we can to help.

The FOS is also only able to consider certain categories of the complaint, for example, complaints about Buy to Let mortgages, which are not regulated by the Financial Conduct Authority will normally be outside the jurisdiction of the FOS.

In addition, the FOS might not be able to consider your complaint if:

• What you’re complaining about happened more than six years ago, and
• You’re complaining more than three years after you realised (or should have realised) that there was a problem.

If your complaint was made outside of these time limits, which is a matter for The Ombudsman to decide, 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 it believes that the delay was as a result of exceptional circumstances.

Further information on the services provided by the Financial Ombudsman Service can be found on their website: https://www.financial-ombudsman.org.uk or alternatively,

Post: The Financial Ombudsman Service, Exchange Tower, London. E14 9S Phone: 0800 023 4567 or 0300 123 9123 Email: complaint.info@financial-ombudsman.org.uk