hello@united-mortgages.com
0204 634 9315
Complaints Policy
We're committed to getting it right for you
Our Commitment
At United Mortgages®, it is fundamental to us that we provide you with the very best service. However, we do recognise that very occasionally things do not go as planned and in these rare circumstances we will do everything we can to rectify your issue.
We welcome you telling us about it so that we can put matters right for you and make improvements going forward. We want to rectify your issue as soon as possible so no matter how you communicate with us, we'll listen and act on your concerns.
Firm: United Mortgages®
ICO Registration: ZB899315
Policy Updated: June 2026
How to Make a Complaint
The easiest way is by talking to us about your concern. Please call us to discuss on 0204 634 9315 or if you prefer to email, you can reach us at legal@united-mortgages.com.
To help us investigate and resolve your complaint quickly, please include:
- Your name and contact details
- The name of the adviser or representative you dealt with
- Any relevant account or application reference numbers
- A clear description of your complaint and how you've been affected
- When the issue occurred
- Your preferred contact method and a convenient time to reach you
What Happens Next
✅ Simple Issues (Resolved within 3 business days)
We promise to do everything we can to resolve your complaint as soon as we receive it. If we can resolve your complaint within 3 business days following the day we received it, we'll send you written confirmation of the resolution and we'll also let you know about your right to refer the matter to the Financial Ombudsman Service at this time.
🔍 Complex Issues (Further investigation required)
If we need more time to investigate your concerns:
- We'll send you an acknowledgement letter within 5 business days outlining the next steps and when you can expect to hear from us
- We'll keep you updated of our progress throughout our investigation
- We may contact you for further information using your preferred method of contact
Our Final Response
Once we've completed a thorough investigation, we'll provide you with a Final Response letter. This will outline:
- The details of our investigation
- How we reached our decision
- What we're going to do to put things right (if applicable)
- Your right to refer the complaint to the Financial Ombudsman Service if you're not satisfied
Timeframe: If we haven't resolved your complaint within 8 weeks of you first raising it, you have the right to refer it to the Financial Ombudsman Service even if we're still investigating.
Financial Ombudsman Service
If for any reason you're not happy with our Final Response, or it has been over 8 weeks since you first raised your concerns with us, you may be able to refer your complaint to the Financial Ombudsman Service.
The Financial Ombudsman Service is an independent and impartial organisation which helps settle disputes between consumers and financial services businesses. Their service is free to consumers.
Financial Ombudsman Service
📞 0800 0 234 567 (free from landlines and mobiles)
🌐 financial-ombudsman.org.uk
✉️ complaint.info@financial-ombudsman.org.uk
📬 Exchange Tower, London E14 9SR
Contact Us
United Mortgages®
If you have any questions about this complaints policy or wish to raise a concern, please contact us:
Supervisory Authority
If you are not satisfied with our response or believe we are not handling your complaint fairly, you have the right to contact the Financial Conduct Authority:
🌐 fca.org.uk/consumers
📞 0800 111 6768 (consumer helpline)
Policy Reviews: We review this complaints procedure annually to ensure it remains effective and compliant with FCA requirements. Any updates will be reflected on this page with a revised date.