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Customer Complaints Procedure September 2017

Our Complaints Procedure

If your Mortgage Service complaint is not dealt with to your satisfaction or we do not issue you with a Final Response within eight weeks, you may refer it to the Financial Ombudsman Service.

The Financial Ombudsman Service provides a free and independent service for consumers, and can be contacted at:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR 
Phone: 0800 023 4567
*Calls to this number are now free from mobile phones and landlines

Under EU regulation, from 15th February 2016, for products and services bought online you have the right to refer any complaint to the Online Dispute Resolution platform (ODR) who can put you in touch with the right body to help resolve your complaint.  The ODR will still refer you to the Financial Ombudsman Service as the alternative dispute resolution body. The Financial Ombudsman Service will refer you back to our complaints process unless you’ve already been through this. So you might prefer to go straight to the Financial Ombudsman Service after you’ve been through our complaints process. If you decide to use the ODR platform, when you complete the form online please include the following e-mail address as our contact point:CustomerRelations@tnhg.co.uk

YOUR HOME OR PROPERTY MAY BE REPOSSESSED IF YOU DO NOT KEEP UP REPAYMENTS ON YOUR MORTGAGE. YOU MAY HAVE TO PAY AN EARLY REPAYMENT CHARGE TO YOUR EXISITING LENDER IF YOU RE-MORTGAGE.

WE CHARGE A FEE FOR THE SERVICES WE OFFER IN RELATION TO THE ADMINISTRATION OF YOUR MORTGAGE APPLICATION. THE AMOUNT YOU PAY WILL DEPEND ON YOUR CIRCUMSTANCES BUT IS TYPICALLY £499. FEES ARE PAYABLE ON APPLICATION AND ARE NON-REFUNDABLE. WE WILL RECEIVE COMMISSION FROM THE LENDER WE PLACE YOUR MORTGAGE WITH AND WE WILL ALSO RECEIVE COMMISSION FROM THE INSURER IF YOU TAKE PROTECTION WITH THEM.

Mortgages are subject to status, valuation and lender criteria and are not available to persons under the age of 18.

Torc24 is a trading name of Spaull Ltd which is registered in England and Wales under company number 2509770, Registered Office is Cumbria House, 16-20 Hockliffe Street, Leighton Buzzard, Bedfordshire, LU7 1GN. VAT Registration Number is 500 2481 05.
For the activities of advising on regulated mortgages and non-investment insurance contracts Spaull Limited is an appointed representative of Connells Limited which is authorised and regulated by the Financial Conduct Authority. Connells Limited's Financial Services Register number is 302221. Most buy-to-let mortgages are not regulated.

Talk to us by calling 01442 860 700