Making a complaint

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.

What you need to do

Contact us by phone or in writing, telling us:

  • Your name, address and the best daytime number to reach you on
  • Your mortgage account details
  • What you feel has gone wrong (and when it happened)
  • How you’d like us to put it right

You’re also free to include any other relevant information.

Complaining by phone

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.

Complaining in writing

Write to us at:

The Mortgage Works
Portman House
Richmond Hill
Bournemouth
BH2 6EP.

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).

We'll keep you informed of our progress throughout, and depending on how long it takes to resolve your complaint, you'll receive one of the following from us:


Communication Type When will I get this? What will it tell me?
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.

This is a more personalised response, which will outline:

  • Details of our investigation
  • Our decision and
  • If applicable, next steps.
  • It will also provide information about the FOS.


Independent view

If you’re unhappy with our decision and wish to take it further you can ask the Financial Ombudsman Service (FOS) to look at your complaint. This is a free independent service for resolving disputes. While you can refer your complaint to the FOS at any time, they'll need our consent to investigate complaints where:

  • we haven’t had the chance to put things right
  • we haven't exceeded the relevant timescale and haven't yet issued our Final Response letter

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.

You can contact them using the details below:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Telephone: 0800 023 4 567 or 0300 1239 123 (from a mobile)
From outside of the UK: +44 20 7964 1000
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk

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.

If required, you can access the alternative service at http://ec.europa.eu/odr and you will need to quote our email address: sl.complaints@nationwide.co.uk

Download our guide to what you can expect from us to try and put things right