01
How to make a complaint
You can complain in the way that is easiest for you. Making a complaint will not affect the care given to your enquiry or application.
Wilding Mortgages Ltd12 Chancellor Avenue
Chelmer Village
Chelmsford, Essex, CM2 6WS
United Kingdom
Complaints relating to regulated services will be handled under the applicable complaints arrangements of Mortgage Business Financial Advisers Ltd.
02
What helps us investigate
Please provide as much of the following as you comfortably can:
- your full name and preferred contact details;
- a clear description of what happened and when;
- any relevant property, lender, insurer, application or case reference;
- copies of relevant emails or documents; and
- what you would like us to do to put matters right.
Do not delay making a complaint because a document or detail is missing. We can ask for further information if it is needed.
03
What happens next
- 01
We acknowledge it
Unless the complaint is resolved within three business days, you will receive a prompt written acknowledgement confirming that it is being dealt with.
- 02
We investigate fairly
The complaint will be considered competently, diligently and impartially. We may contact you for further information and will keep appropriate records.
- 03
We explain the outcome
For most complaints, you should receive a written final response within eight weeks. If a final response cannot be provided within that period, you will be told why, when a response is expected and what referral rights are available.
Different statutory time limits apply to certain payment-services and electronic-money complaints; those services are not the ordinary focus of this website.
04
Financial Ombudsman Service
If you are dissatisfied with the final response, or if the complaint has not been resolved within the applicable time limit, you may be eligible to ask the Financial Ombudsman Service to review it. The Ombudsman is a free, independent service for eligible complainants.
You will usually need to refer the complaint within six months of the date of the final response. Other time limits and eligibility rules can apply, so follow the instructions in the final response and contact the Ombudsman promptly if you are unsure.
- Telephone
- 0800 023 4567
- Post
- Financial Ombudsman Service, Exchange Tower, London, E14 9SR
05
Regulatory and privacy information
Wilding Mortgages Ltd is a trading style of Mortgage Business Financial Advisers Ltd, which is authorised and regulated by the Financial Conduct Authority under reference number 708608.
Information supplied in connection with a complaint will be used to investigate, respond, meet legal and regulatory obligations, and establish or defend legal claims. Please read the privacy notice for more information.