Our commitment to you
At MortgageKey each of our customers is important to us, and we believe you have the right to a fair, swift and courteous service at all times.
On receipt of a complaint, we will pass your details onto Compliance who will be deal with it promptly, effectively and in a positive manner.
A complaint can be made via any reasonable means, including letter, telephone, emails and in person.
We will take into account any documents and/or information that you wish to provide in relation to your complaint. We do not charge you for making a complaint.
Making a complaint
We do not make a charge for filing a complaint. If you wish to make a complaint we can be contacted as follows: -
38 Springfield Way
1. We will acknowledge your complaint within 5 working days of receipt of your complaint.
1. We will investigate your complaint and endeavor to send a final response to you within 4 weeks of receipt of your complaint. If we are unable to provide with a final response within this time we will provide you with an update.
1. We will endeavor to send a final response to you within 8 weeks of receipt of your complaint. If we are unable to provide you with a final response within this time frame, we will write to you explaining why and advise you when you can expect a final response.
1. If more than 8 weeks from the date of your complaint has past and you haven’t received a final response, or you are dissatisfied with the final response you have received (at any stage of the process) you can write to:
Financial Ombudsman Service
Telephone: 0800 023 4567
Further information is available on the Ombudsman’s website: -
You must refer your complaint to the Financial Ombudsman within 6 months of the date on the final response or you may lose the right. Details and an explanatory leaflet will be provided.
You can be assured that we treat all complaints very seriously and we will conduct a full review of the issue(s) raised.