Complaints & Terms Of Use

Complaints Procedure

We’re sorry you’ve felt you need to complain, but letting us know when you’re unhappy gives us the opportunity to put matters right for you and improve our service for everybody.

For further information please see the complaints procedure below:

Treating Customers Fairly

One of the statutory objectives of the Financial Conduct Authority is that all firms must have regard to the information needs of its customers and treat their customers fairly.

In addition, the Financial Conduct Authority has set out guidance on how firms can evidence that they are treating their customers fairly by way of ensuring that firms do not impose any barrier to customers making a complaint.

We seek to ensure that our handling of customer’s complaints meets these rules and expectations and are inherent within our processes and procedures.

You are advised that you can decide at any point during the investigation of your complaint to exercise your right to refer the matter to the Financial Ombudsman Service.

The Financial Ombudsman Service Exchange Towers London E14 9SR

Open 8am to 8pm, Monday to Friday 9am to 1pm Saturday

0800 0 234 567 - free for people phoning from a fixed line or mobile.

0300 123 9 123 - calls to this number cost no more than calls to 01 & 02 numbers.

+44 20 7964 0500 - from outside of the UK where the above numbers are not available.


Phone: 01403 214200 Fax: 01403 217454 E-mail:

If your need a larger size print copy please contact us immediately


In Partnership has the responsibility for investigating complaints made against its advisers and appointed representatives. It is our commitment that these investigations shall be completed in a fair and impartial manner and will take into consideration the Financial Conduct Authority’s principles relating to Treating Customers Fairly.

What constitutes a Complaint?

We recognise a complaint as being any expression of dissatisfaction about the services or advice provided by us to any customer that is made either in writing or verbally.

Acknowledging a customer complaint

As soon as we are notified of a complaint, we acknowledge receipt of the complaint in writing to provide the customer with confirmation that the complaint has been received into our dispute resolution process. This acknowledgement will be made no later than 5 working days from the date of receipt. This letter will also include the contact details of the individual within the organisation who will handle the investigation.

Our understanding of the reason for the complaint

We confirm our understanding of the complaint within the acknowledgment letter to ensure that what we are investigating is what the customer wishes us to investigate.

We will enclose a letter of authority to enable us to obtain information from third parties in addition to a contact details form. It is important these are returned and a pre-paid return envelope is provided.

If we are not responsible for investigating the complaint

From time to time customers may make a complaint to us when in fact the complaint should have been made to another organisation. Where this is found to be the case we notify the customer that we cannot investigate the complaint and notify them of where the complaint can be investigated.

We also forward the complaint to the organisation we believe to be responsible so that they can make direct contact with the customer.

Keeping the customer informed

It is our commitment that we keep the customer informed about the progress of the investigation of the complaint. We seek to do this using all forms of communication and on an ongoing basis. The customer may request an update at anytime.

Four-week stage

If we are unable to resolve a complaint within a four-week period, we write to the customer confirming this and explain the reasons for the delay.

Eight-week stage

If we are still unable to resolve your complaint within eight weeks, we will write to you confirming this, explain the reasons for the delay and request permission to continue our investigation.

At this stage we will remind the customer of their right to refer the complaint to the Financial Ombudsman Service with details of how to do this

Final decision

As soon as we have completed our investigation, we write to you with a full explanation of our investigation and set out our findings with an explanation of why we have reached our decision. Our findings will be either that you had ‘cause’ to complain or ‘no cause’ to complain.

Where ‘cause’ is found we set out the action we propose to take to redress your complaint. You will be asked to confirm acceptance of our redress offer or rejection of this.

Again, at this point we will remind you of the right to refer the complaint to the Financial Ombudsman Service.

Where ‘no cause’ is found we set out the reasons for reaching this decision and provide a reminder of your right to refer the complaint to the Financial Ombudsman Service.

Conducting an investigation of a complaint

As an organisation we regret the fact that any customer should feel the need to make a complaint but understand that from time to time the quality of our services and advice might not meet the expectations of some customers.

In the investigation of a complaint we do not rely only on the existence of physical evidence such as letters and other publications but also consider what is likely to have taken place in order to be fair and impartial.

We also recognise that any dispute resolution process can be stressful for both parties and therefore seek to secure settlement of the investigation quickly and with consideration for both parties involved.

Website usage terms and conditions

Welcome to our website. If you continue to browse and use this website, you are agreeing to comply with and be bound by the following terms and conditions of use, which together with our privacy policy govern The Mortgage Hub’s relationship with you in relation to this website. If you disagree with any part of these terms and conditions, please do not use our website.

The term ‘The Mortgage Hub’ or ‘us’ or ‘we’ refers to the owner of the website, based at 99 Wordsworth Street, Hove, East Sussex BN3 5BJ. The term ‘you’ refers to the user or viewer of our website.

The use of this website is subject to the following terms of use:

  • The content of the pages of this website is for your general information and use only. It is subject to change without notice.
  • This website uses cookies to monitor browsing preferences. If you do allow cookies to be used we will only use those cookies to track the customer’s journey and no further personal information will be used by us or other third parties.
  • Neither we nor any third parties provide any warranty or guarantee as to the accuracy, timeliness, performance, completeness or suitability of the information and materials found or offered on this website for any particular purpose. You acknowledge that such information and materials may contain inaccuracies or errors and we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law.
  • Your use of any information or materials on this website is entirely at your own risk, for which we shall not be liable. It shall be your own responsibility to ensure that any products, services or information available through this website meet your specific requirements.
  • This website contains material which is owned by or licensed to us. This material includes, but is not limited to, the design, layout, look, appearance and graphics. Reproduction is prohibited other than in accordance with the copyright notice, which forms part of these terms and conditions.
  • All trademarks reproduced in this website, which are not the property of, or licensed to the operator, are acknowledged on the website.
  • Unauthorised use of this website may give rise to a claim for damages and/or be a criminal offence.
  • From time to time, this website may also include links to other websites. These links are provided for your convenience to provide further information. They do not signify that we endorse the website(s). We have no responsibility for the content of the linked website(s).
  • Your use of this website and any dispute arising out of such use of the website is subject to the laws of England, Northern Ireland, Scotland and Wales.