Private Wealth Mortgages Ltd is authorised and regulated by the Financial Conduct Authority (FCA), 12 Endeavour Square, Stratford, London, E20 1JN.
Our Financial Services Register number is 445980. Our permitted business is advising on and arranging mortgages and non-investment insurance contracts. We are also registered to advise on and arrange consumer buy to let mortgages. You can check this on the Financial Services Register by visiting the FCA’s website www.fca.org.uk or by contacting the FCA on 0800 111 6768.
Please note that business buy to let mortgages are not regulated by the FCA.
What if things go wrong?
If you are unhappy with our advice or any aspect of our services, we encourage you to contact us as soon as possible. We’ll do our best to resolve your concerns. With this in mind, we have the following complaints procedure in place.
You can make a complaint by any reasonable means including telephone, letter or email.
Our contact information:
In writing: Salli Anstey, Private Wealth Mortgages Ltd, Hillreed House, 54 Queen Street, Horsham, West Sussex RH13 5AD
By phone: 01403 270006
By e-mail: sanstey@privatewealthmortgages.co.uk
How we will handle your complaints
Simplified Complaints
We will use this process if:
We will investigate your complaint and aim to resolve it within three business days following the date of receipt. If you are happy to accept our proposed resolution, we will send you written confirmation of our investigation.
If you cannot confirm acceptance by the end of the third working day (for example – because you are not happy with our proposed response or if you are not available to discuss it with us) then it will then be handled in line with the Formal Complaint process outlined below.
If your complaint is more complex or is unlikely to be resolved quickly then we will use the formal process below:
Formal Complaints
The formal complaints process will be used where:
Upon receipt we will acknowledge your complaint promptly and will investigate it fairly and impartially. We will write to you within 8 weeks to confirm the outcome of our investigation.
In the unlikely event that our investigation is not complete within eight weeks of receipt of your complaint we will write to you to explain why and let you know when you can expect to hear from us. We will also provide details of how to contact the Financial Ombudsman Service if you are not satisfied with progress.
The Financial Ombudsman Service
If, following our investigation you are still not happy with the outcome you have a statutory right to refer your complaint to the Financial Ombudsman Service.
It is a service free of charge to consumers and you may refer the matter to the Financial Ombudsman Service (FOS) within six months from the date that you received a final response to your complaint.
You can contact the service using the following details:
Telephone 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk
You can also visit their website and refer complaints to them online by visiting:
https://www.financial-ombudsman.org.uk
Additional Peace of Mind
We are also covered by the Financial Services Compensation Scheme (‘FSCS’). You may be entitled to compensation from the scheme if we cannot meet our obligations. This depends on the type of business and the circumstances of the claim.
Insurance : advising and arranging is covered for 90% of the claim, without any upper limit.
Mortgages : advising and arranging is covered for 100% of the claim, up to a maximum limit of £85,000 per person per firm.
Further information about compensation scheme arrangements is available from the FSCS at www.fscs.org.uk/consumer.
Consumer buy-to-let mortgages
Where you take out a consumer buy-to-let mortgage, if you cannot settle your complaint with us, you may be entitled to refer it to the Financial Ombudsman Service (FOS). The FOS settles disputes between financial services business and their customers Full details of the FOS can be found on its website at www.financial-ombudsman.org.uk.
Business buy-to-let mortgages
Where you take out a buy-to-let mortgage, if you cannot settle your complaint with us, you will not be entitled to refer it to the Financial Ombudsman Service.
Let us know if you need any extra help or support.
We are committed to providing a complaints service that is accessible to all our customers.
If you will have any difficulties with any elements of the process that is outlined above, or if there are circumstances that might mean we need to change the way in which we handle your complaint then please let us know when you tell us about your complaint.
