Complaints

We always aim to provide the highest standard of service. If something has gone wrong, or you are unhappy with the service you have received, please tell us so we can put it right.

How to make a complaint

You can complain to Spolton Mortgages directly, in person, by telephone, by email or by letter:

• Telephone: 01529 300500
• Email: info@spolton.mortgage
• In writing: Spolton Mortgages, 6 Mill House, Carre Street, Sleaford, Lincolnshire NG34 7TW

You can also complain directly to our network, Stonebridge Mortgage Solutions Ltd:

• Email: complaints@stonebridgegroup.co.uk
• Telephone: 0345 646 5535
• In writing: Stonebridge Mortgage Solutions Ltd., Regency House, Miles Gray Road, Basildon, Essex SS14 3FR

How your complaint is handled

Your complaint will be investigated fairly and impartially by Stonebridge, based on the evidence available. You will receive a written acknowledgement within five working days, setting out your complaint and how it will be investigated.

A final response will be provided once a full investigation has taken place, and within eight weeks of your complaint being raised. If more time is needed, we will contact you to agree a suitable extension, and where possible we will keep you updated on progress.

Making a complaint will not affect any ongoing application. We will continue to provide the same professional service throughout, and your application will not be stopped or delayed because you have complained.

Financial Ombudsman Service

If you are not satisfied with our final response, or eight weeks have passed since you first raised your complaint, you may be entitled to refer it to the Financial Ombudsman Service. You must do this within six months of the date of our final response. Full details of how to refer your complaint are included in our final response.

• Financial Ombudsman Service, Exchange Tower, London E14 9SR
• Telephone: 0800 023 4567
• Website: financial-ombudsman.org.uk

Compensation

Where the outcome of a complaint determines that you are due compensation to put you back into a fair position, payment will always be made to you directly by Stonebridge.

Consumer protection

We are covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation if we cannot meet our obligations, depending on the type of business and the circumstances of the claim. Insurance advising and arranging is covered for 90% of the claim, without any upper limit. You can find out more on the FSCS website.