Complaints and the Financial Ombudsman Service

If you are a customer of any of our Appointed Representatives and are dissatisfied with the service you have received please contact us on 0191 233 4685, email write to us at:


The Complaints Department
PRIMIS Mortgage Network
Newcastle House
Albany Court
Newcastle Business Park
Newcastle Upon Tyne

Alternatively, where your complaint relates to products or services purchased online, or by other electronic means such as email, you may refer your complaint to the online dispute resolution platform at

Please click here to see a copy of our Complaints Procedure.

Whichever way you contact us, we’ll start investigating straight away. If you're unhappy with our decision and wish to take it further, you can ask the Financial Ombudsman Service (FOS) to look at your complaint. This is a free, independent service for resolving disputes.

The FOS is an independent organisation. They look to sort out complaints that consumers and financial businesses haven’t been able to resolve between themselves.

If for some reason we haven’t been able to resolve your complaint within eight weeks, or you’re not satisfied with the resolution you can refer your complaint to the FOS. If you receive a final response letter from us and you want to contact the FOS, you’ll need to do this within six months of receiving our final response letter.

To find out more about the service please visit:


Financial Ombudsman Service
Exchange Tower
E14 9SR

Telephone: 0300 123 9123