COMPLAINTS PROCEDURE

At MF Financial, we are committed to delivering a discreet, high-quality, and client-focused mortgage advisory service. However, if something does not meet your expectations, we want to know.

Your feedback helps us maintain the highest professional standards and continually improve our service.

This Complaints Procedure outlines how you can raise a concern and how we will respond.



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 using any of the following methods:

By Email: es.salh@mortgagefnd.co.uk

By Phone: 020 3151 0813

By Post:
MF Financial Ltd
128 City Rd, London EC1V 2NX, UK

When submitting your complaint, please provide:

  1. Your name and preferred contact details

  2. A clear description of the issue

  3. Any relevant documents or evidence

  4. What outcome you are seeking (optional)

We handle all complaints with discretion, professionalism, and confidentiality.



What Happens After You Make a Complaint?


a) Acknowledgement

We will acknowledge your complaint in writing within 5 business days of receiving it.

b) 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.

c) Final Response

We aim to provide a full and fair response within 8 weeks of your complaint being received.

Our final response will include:

  1. A summary of your complaint

  2. The findings of our investigation

  3. Any actions or remedies we propose

  4. Information about your right to refer the matter to the Financial Ombudsman Service (if applicable)



If You Are Still Unhappy — Financial Ombudsman Service


If you are dissatisfied with our final response, or if 8 weeks have passed without a resolution, you may be entitled to refer your complaint to:

Financial Ombudsman Service (FOS)

The FOS is an independent organisation that helps resolve disputes between consumers and regulated financial firms.

Website: https://www.financial-ombudsman.org.uk
Phone: 0800 023 4567
Address:
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Please note:

  1. Not all mortgage-related complaints fall within FOS jurisdiction (e.g., some Buy-to-Let or commercial finance cases).

  2. We will confirm in our final response whether your complaint is eligible.



Our Commitment to You


MF Financial takes all complaints seriously and uses them to:

  1. Strengthen our processes

  2. Improve client communication

  3. Enhance our compliance and service standards

We operate with complete transparency, professionalism, and a commitment to fair outcomes for all clients, including those with complex circumstances or high-value lending needs.



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

Email: es.salh@mortgagefnd.co.uk

Phone: 020 3151 0813

We are here to help, discreetly and without judgement.