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How to complain and The journey to expect

If you are unhappy then we want to hear about it and see what we can do to put things right.  Our objective is to make it simple and easy for you to let us know about your complaint. Our Customer Resolution Team can guide you through the process and will investigate your complaint fully and impartially.

Last Updated: July 2023

Begin your complaint journey


Contact information

Our Customer Resolution Team are fully equipped to deal with customer complaints and queries.

If you do wish to contact us in relation to a new or ongoing complaint it would assist us if you could do so via the above form or via the following routes:

Primis Mortgage Network’s Role in Your Complaint?

An individual or a firm offering financial advice has to be authorised to do so by the Financial Conduct Authority (FCA).

Many advisers and firms choose to be ‘Appointed Representatives’ of regulated firms rather than being directly authorised by the FCA. Appointed Representatives usually trade under their own name, but the Principal, FCA-regulated business, is responsible for the regulated activities that the Appointed Representative undertakes.

The Appointed Representative will disclose their Appointed Representative status and the name of their Principal Firm in their correspondence (for example, in email footers and letterheads) and in some of their advertising materials.  You can also check whether a business is an Appointed Representative via the FCA website.

PRIMIS is a trading style of the following regulated businesses.

Complaints relating to Appointed Representatives of those businesses can be directed to us.

  • PRIMIS Mortgage Network is a trading name of TenetLime Ltd. TenetLime Ltd is authorised and regulated by the Financial Conduct Authority.
    Read our previous trading names
  • PRIMIS Mortgage Network is a trading name of Personal Touch Financial Services Limited. Personal Touch Financial Services Limited is authorised and regulated by the Financial Conduct Authority.
    Read our previous trading names
  • PRIMIS Mortgage Network is a trading name of First Complete Ltd. First Complete Ltd is authorised and regulated by the Financial Conduct Authority.
    Read our previous trading names
  • PRIMIS Mortgage Network is a trading name of Advance Mortgage Funding Ltd. Advance Mortgage Funding Ltd is authorised and regulated by the Financial Conduct Authority.
    Read our previous trading names
  • Advance Mortgage Funding was also previously branded as Pink Home Loans
    Read our previous trading names
  • PRIMIS Mortgage Network is also responsible for regulated complaints relating to BDS Mortgage Group.
    Read our previous trading names

Your complaint journey

  • Upon receipt, we will acknowledge your complaint promptly. This acknowledgement will contain your complaint reference number for your records and will allow us to find your information quickly should you contact us.
  • If we have not been able to complete our investigation into your complaint and have not sent you a final response letter within four weeks of receiving your complaint we will write to you to update you on our progress.
  • A final response letter details the outcome of our review.

In the unlikely event that our investigation is incomplete within eight weeks of receipt of your complaint, we will write to you to explain why and let you know when you can expect to hear from us. We will also provide details on contacting the Financial Ombudsman Service if you are not satisfied with our progress.

Financial Ombudsman Service

If you do not feel our decision is correct, you have a statutory right to refer your complaint to the Financial Ombudsman Service. This service is free of charge to consumers.

You may refer the matter to the Financial Ombudsman Service (FOS) within six months from the date of the final response letter, notwithstanding any further correspondence between us.