How to complain and The journey to expect

We are sorry you consider something has gone wrong and you feel the need to complain.

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: April 2021

Begin your complaint journey


COVID-19 Service Update

Despite current events, our Customer Resolution Team remain fully equipped to deal with customer complaints and queries. However, in line with government guidance, a large proportion of our staff are now working remotely.

Because of this, 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 link or via the following routes:

By phone

0121 767 1139 (all calls are recorded)

By email

complaints.solihill@primis.co.uk

By post

The Customer Resolution Team,
PRIMIS Mortgage Network, Ground Floor,
3700 Parkside,
Birmingham Business Park,
Solihull,
B37 7YT

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 chose to be ‘Appointed Representatives’ of regulated firms rather than being directly authorised by the FCA. Appointed Representatives will usually trade under their own name, but the Principal, FCA regulated business will be 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 Personal Touch Financial Services Limited. Personal Touch Financial Services Limited is authorised and regulated by the Financial Conduct Authority.

Click here for 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.

Click here for 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.
  • Advance Mortgage Funding was also previously branded as Pink Home Loans

Click here for all previous trading names

  • PRIMIS Mortgage Network is also responsible for regulated complaints relating to BDS Mortgage Group.

Click here for all 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 not complete 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 of how to contact the Financial Ombudsman Service if you are not satisfied with our progress.

Financial Ombudsman Service

You have a statutory right to refer your complaint to the Financial Ombudsman Service if you do not feel our decision is correct.  It is a service 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 exchanged between us.

By phone

0800 023 4567
0300 123 9 123

By email

complaint.info@financial-ombudsman.org.uk

By post

Financial Ombudsman Service,
Exchange Tower,
Harbour Exchange Square,
London,
E14 9SR