How To Complain
It is our aim to provide a very high standard of service to every customer. If you are unhappy, for any reason, with the service we provide to you we would welcome your feedback and the opportunity to put things right. It is important to us that all complaints are resolved as quickly as possible and to the complete satisfaction of our customers.
This explains how we will deal with any complaints we receive. It also tells you what you can do if your complaint is not resolved to your satisfaction.
If you have a complaint
Should you have a complaint about any aspect of our service then we would like to hear from you. You can contact us by telephone, email or in writing.
Managing Director, The Second Mortgage Company, Crown House, Crown Road, Portslade, Brighton, BN41 1SH
We will try to resolve your complaint within three working days of receipt. If this is achieved we will write to you, by email or letter as appropriate, to confirm that your complaint has been resolved and to explain your next steps. If we are unable to resolve your complaint within this timescale we will acknowledge your complaint and provide details of the person who will be dealing with your complaint.
If we are unable to send a final response to your complaint within four weeks we will write to you explaining why we have not yet resolved the complaint and indicating when we will contact you further.
If we are unable to provide a final response within eight weeks, we will confirm this in writing and provide a timescale within which you can expect a final response. If, at this time, you are dissatisfied with the delay, you may refer your complaint to the Financial Ombudsman Service.
If you are not satisfied with our final response
The Financial Ombudsman Service
If you are not satisfied with our final response, you have the right to complain to the Financial Ombudsman Service, their contact details are below. You must do this within six months of our final response.
When we send you our final response, we will also provide you with a copy of the Financial Ombudsman Service's explanatory leaflet. Alternatively, you can obtain a copy from:
Financial Ombudsman Service, Exchange Tower, London E14 9SR
The Financial Ombudsman Service can be contacted on 0800 023 4 567 (calls to this number are now free on mobile phones and landlines) or 0300 123 9 123 (calls to this number cost no more than calls to 01 or 02).