Complaints Policy

We hope that all your dealings with Wiser Mortgage Advice Limited will be positive, however, we know that sometimes things go wrong and if that happens, we operate a structured complaints procedure to ensure we get things resolved as quickly and smoothly as possible.

The following information is a summary of that procedure which is designed to ensure any complaints are dealt with in a professional manner and are resolved at the earliest possible opportunity.

Our commitment to you is that we will endeavour to resolve your complaint as quickly as possible and will do so within the following timescales:

Once we receive your written complaint, we will acknowledge your complaint in writing within 3 working days. Your complaint will also be recorded on our complaints register.

Following this, an initial assessment will be carried out to determine if an immediate resolution can be made. Where this is possible, you will receive a written summary of our findings and conclusion. Where this is accepted within 3 business days the case will be closed.

Where this is not possible, a written acknowledgement will be issued to you within 5 business days and will set out the basis, or understanding, of the complaint. The complaint will then be investigated further, and we will endeavour to resolve your complaint within 8 weeks of its receipt.

We will then issue a final response. If however we are not in a position to issue this within the above time period, a letter will be sent to you explaining the following:

  • The reason for the continued delay.
  • When the firm anticipates being able to provide a final response.
  • The right of the complainant to refer the matter to the Financial Ombudsman Service.

If your case does go to the Financial Ombudsman Service we will co-operate at all times with the requirements.

We will keep a record of your complaint for up to 5 years depending on the type of business.

YOUR PROPERTY MAY BE REPOSSESSED IF YOU DO NOT KEEP UP REPAYMENTS ON YOUR MORTGAGE

The information given in this website does not contain all of the details you need to choose a mortgage. Make sure that you read the separate key facts illustration before you make a decision. The FCA does not regulate some forms of buy to let mortgages.

If you have a complaint or dispute with us, you are entitled to make a complaint. We have a complaints procedure that is available on request. If you wish to register a complaint, please contact us either in writing, by telephone or email. Please be assured we treat complaints seriously. For your protection if you cannot settle your complaint with us, you may be entitled to refer it to the Financial Ombudsman Service (FOS).

To make a complaint in writing, please write to:

The Complaints Manager,

Wiser Mortgage Advice Limited,

12 Church Green East,

Redditch,

Worcestershire,

B98 8BP.

 

By phone: 03335775999

 

By email: complaints@wisermortgageadvice.co.uk

 

Wiser Mortgage Advice Limited is authorised and regulated by the Financial Conduct Authority (FCA number 969681). Wiser Mortgage Advice Limited is a company registered in England and Wales (company number 13671222). The registered office is: 12 Church Green East, Redditch, B98 8BP. The information contained within this website is subject to the UK regulatory regime and is therefore targeted at consumers based in the UK.

Calls may be recorded for training and monitoring.

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