0151 928 6778 07495 753484
Call 0151 928 6778 Request a call back

Legal

Complaints Procedure

At Craig Adams Mortgage & Protection, we aim to provide all our clients with a high level of service. However, if something has gone wrong and you wish to make a complaint, please let us know as soon as possible so we can put things right.

How to contact us

You can raise your complaint by any of the following methods:

What happens next

  1. AcknowledgementWe will acknowledge your complaint promptly, usually within five business days of receipt.
  2. InvestigationYour complaint will be investigated by a suitably senior person not directly involved in the matter. We may contact you for further information to help us fully understand your concerns.
  3. Final responseWe aim to send a final written response within eight weeks of receiving your complaint, explaining our findings and any action we intend to take. If we can't respond within eight weeks, we'll write to explain why and when to expect our final reply.

If you remain dissatisfied

If you're not satisfied with our response, or eight weeks have passed since we received your complaint, you may be entitled to refer it to the Financial Ombudsman Service.

Website: www.financial-ombudsman.org.uk
Email: complaint.info@financial-ombudsman.org.uk
Telephone: 0800 023 4567 or 0300 123 9123
Address: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR

You must refer your complaint to the Financial Ombudsman Service within six months of the date of our final response letter.

Availability

A summary of our internal complaints handling procedures for the reasonable and prompt handling of complaints is available on request.

Craig Adams Mortgage and Protection is a trading style of Leslie James Mortgages Limited which is authorised and regulated by the Financial Conduct Authority under reference number 776769.

The Financial Conduct Authority does not regulate some forms of buy-to-let mortgage, some forms of bridging loan and some forms of commercial lending.