Complaints Policy

Astute Mortgages Ltd Complaints Policy


Astute Mortgages Ltd is authorised and regulated by the Financial Conduct Authority (FCA No. 974763). Astute Mortgages Ltd is registered in England & Wales (Company No. 12727722). Registered Office: 3–5 Fernwood House, 45 London Road, Cowplain, Waterlooville, Hampshire, PO8 8DH.


At Astute Mortgages, we are committed to treating our customers fairly and in line with the FCA’s Consumer Duty. This includes handling complaints openly, fairly and promptly, with a focus on achieving good customer outcomes.


1. Introduction

Astute Mortgages Ltd is committed to providing products and services of the highest standard. If for any reason you are dissatisfied with any aspect of our service, we want to hear from you so we can try to put matters right as quickly as possible.


Our complaints process is designed to ensure complaints are investigated competently, diligently and impartially.


You can make a complaint by any reasonable means, including telephone, email or letter.


2. How to Make a Complaint

You can contact us using the following details:


Astute Mortgages Ltd
3–5 Fernwood House
45 London Road
Cowplain
Waterlooville
Hampshire
PO8 8DH

Telephone: 02394 311110
Email: info@astutemortgages.co.uk


Complaints Manager: Scott Skinner


To help us investigate your complaint efficiently, please provide:

  • Your full name and address
  • Your mortgage, agreement or policy number where applicable
  • Details of how we can contact you
  • A clear description of your complaint
  • Details of any third party involved
  • Details of how you would like the matter resolved
  • Copies of any supporting documentation where relevant


3. What Happens Next?

We aim to resolve all complaints as quickly as possible and will consider all available evidence, circumstances and relevant laws and regulations.


Simplified Complaints Process

Where possible, we will attempt to resolve complaints within three working days of receipt. If your complaint can be resolved quickly to your satisfaction, we will issue a written Summary Resolution Communication confirming the matter has been resolved.

If we are unable to resolve your complaint within three working days, or if the matter is more complex, the complaint will move to our formal complaints process.


Formal Complaints Process

Where a complaint requires further investigation:

  • We will acknowledge your complaint promptly
  • We may contact you to clarify certain points
  • We will keep you updated on the progress of our investigation
  • We aim to issue a final response within eight weeks of receiving your complaint


If we are unable to provide a final response within eight weeks, we will explain why and tell you when you can expect a further update.


Our final response will explain:

  • The outcome of our investigation
  • Any action we intend to take
  • How we reached our decision
  • Your right to refer the matter to the Financial Ombudsman Service where applicable


4. Complaints Forwarding

Where we identify that another organisation may be wholly or partly responsible for the issues raised in your complaint, we may forward the complaint to the relevant third party without delay.


Where this happens, we will inform you accordingly and explain how your complaint will be handled. If Astute Mortgages Ltd is jointly responsible for any aspect of the complaint, we will investigate the matters relating to our services and respond appropriately.


5. Financial Ombudsman Service

If you are dissatisfied with our final response, you may have the right to refer your complaint to the Financial Ombudsman Service (FOS). This service is free to consumers.


Complaints must usually be referred to the Financial Ombudsman Service within six months of the date of our final response letter.


The Financial Ombudsman Service can normally only consider complaints if they are referred:

  • Within six months of our final response; and
  • Within six years of the event complained about, or
  • Within three years of the date you became aware, or ought reasonably to have become aware, that you had cause for complaint


Financial Ombudsman Service contact details:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Telephone: 0800 023 4567 or 0300 123 9123
Email: complaint.info@financial-ombudsman.org.uk

Website: Financial Ombudsman Service


6. Accessibility and Additional Support

We are committed to providing a complaints service that is accessible to all customers. If you require additional support or adjustments to help you through the complaints process, please let us know and we will do our best to accommodate your needs.


7. Further Information

If your complaint relates to data protection or privacy matters, you may also have the right to contact the Information Commissioner’s Office (ICO).


Where relevant, complaints may also be referred to other organisations depending on the nature of the complaint and the services provided.