Policy Documents
Complaints Procedure
How to Make a Complaint
If you are dissatisfied with any aspect of our service, please contact us as soon as possible. You can make a complaint by email at info@mortgagefnd.co.uk, by phone on 020 3151 0813, or by post to MF Financial Ltd, 128 City Rd, London EC1V 2NX, UK.
What to Include
When submitting your complaint, please provide your name, preferred contact details, a clear description of the issue, any relevant documents or evidence, and the outcome you are seeking if applicable. We handle all complaints with discretion, professionalism and confidentiality.
Acknowledgement
We will acknowledge your complaint in writing within five business days of receiving it.
Investigation
Your complaint will be reviewed by a senior member of our team who was not directly involved in the matter, ensuring impartiality. We may contact you for additional information or clarification.
Final Response
We aim to provide a full and fair response within eight weeks of your complaint being received. Our final response will include a summary of your complaint, the findings of our investigation, any actions or remedies we propose, and information about your right to refer the matter to the Financial Ombudsman Service if applicable.
Financial Ombudsman Service
If you are dissatisfied with our final response, or if eight weeks have passed without a resolution, you may be entitled to refer your complaint to the Financial Ombudsman Service. Website: financial-ombudsman.org.uk. Phone: 0800 023 4567. Address: Exchange Tower, London E14 9SR. Not all mortgage-related complaints fall within FOS jurisdiction, such as some Buy-to-Let or commercial finance cases.
Our Commitment to You
MF Financial Ltd takes all complaints seriously and uses them to strengthen processes, improve communication and enhance compliance and service standards. We operate with transparency, professionalism and a commitment to fair outcomes for all clients.
Record Keeping
We maintain formal records of all complaints to meet FCA requirements and ensure ongoing improvement of our advisory service.
Contact Us
If you require additional support or wish to discuss any circumstances that may affect your ability to engage with the mortgage process, please contact MF Financial Ltd at info@mortgagefnd.co.uk or 020 3151 0813.