Complaints policy

At BM Mortgages, we aim to provide you with the highest standards of service. However, sometimes things can, and do, go wrong and when this happens we encourage customers to tell us about it so we can aim to put things right. Our staff will do all they can to resolve any problems and ensure that you receive a quick and fair response to any complaints you may have.

We have a complaints handling procedure in place. Our procedures meet the standards set by the Financial Conduct Authority (FCA). The FCA have published consumer guidance on how to make a complaint. Copies can be downloaded from the FCA website or you can contact them on 0800 111 6768.

Complaints Data

We are committed to transparency and publish details of the complaints data we last reported to the Financial Conduct Authority. View the complaints data for firms associated with BM Mortgages.

How to complain

You can get in touch with us to make a complaint:

• By phone call us on 0345 300 2627
• By post write to us at:
  Customer Services Mortgages
  Birmingham Midshires
  Pendeford Business Park
  Wobaston Road
  Wolverhampton
  WV9 5HA
  

To help us resolve your complaint we may want to phone you so please include a contact number (providing a mobile number where possible) and advise when the most suitable time is for us to telephone you.

If your query is urgent, contact our call centre on 0345 300 2627. We're open Monday to Saturday between 8am and 8pm. We aim to resolve your concerns within 24 hours. Sometimes it may take longer to look into the matter fully. If this happens, we will let you know within five bank working days who will deal with your complaint.

The staff at our call centre are best placed to deal with most complaints as they've day to day responsibility for running our customers' accounts. If they can't resolve your problem immediately, they'll refer your complaint to their manager.

Still not happy?

If you still feel we haven't resolved your complaint satisfactorily, you can ask the Financial Ombudsman Service to review it. The Ombudsman will only become involved after you have tried to resolve the issue directly with us first. There's no charge for using their service. You can find out more by visiting the Financial Ombudsman Service website.

What to expect from us

When we write to you with our final response, we'll also explain your right to take your complaint to the Financial Ombudsman Service.

Our letter will include their contact details and give you information about your complaint to help you put your case to the Ombudsman, if that's what you decide.

Payment Protection Insurance Complaints

If you have already made a complaint to us you do not need to do anything. We will be in touch as soon as we have an update on your case.

If you have a concern about how your PPI Policy was sold, it's easy for you to contact us directly so you don't need to use a Claims Management Company (CMC) who will typically charge an upfront fee or take a proportion of any compensation you may be due. We assess complaints sent directly to us in exactly the same way that we treat complaints from a Claims Management Company, so by coming direct you will not be disadvantaged.

How to make a complaint and PPI complaints Q&As.