Complaints Procedure
J&M Mortgage Solutions Ltd is an appointed representative of PRIMIS Mortgage Network, a trading name of First Complete Limited. First Complete Limited is authorised and regulated by the Financial Conduct Authority.
We are committed to providing a professional service to all our customers.
If you are unhappy with any aspect of our service, we would like to hear from you so that we can try to put things right as quickly as possible.
You can make a complaint by any reasonable means including telephone, letter, or email.
Our Contact Information
Write to:
J&M Mortgage Solutions Ltd
First Floor, 10 High Street
St Albans
Hertfordshire
AL3 4EL
Telephone:
01727 228 428
07931 978 890
Email:
advice@jandm-ms.com
If you prefer, you can also refer your complaint directly to PRIMIS Mortgage Network using the following contact details:
Write to:
PRIMIS Mortgage Network
Customer Resolution Team
Ground Floor
Birmingham Business Park
B37 7YT
Telephone:
0121 767 1139
Email:
complaints.solihull@primis.co.uk
You can also complain via their website:
https://www.primis.co.uk/privacy-notices/complaints/
The same section of the website contains more information about PRIMIS’ role in complaints handling and how Appointed Representative relationships work.
How We Handle Complaints
Simplified Complaints
We will use this process if:
- Your complaint is about a simple matter that we can look into and resolve quickly and easily; and
- You direct your complaint to us, rather than directly to PRIMIS Mortgage Network, in the first instance.
We will investigate your complaint and aim to resolve it within three business days following the date of receipt.
If you are happy to accept our proposed resolution, we will send you written confirmation of our investigation.
If your complaint cannot be resolved within three working days, or if you are not satisfied with the proposed resolution, the matter may be referred to PRIMIS Mortgage Network and handled under the Formal Complaints process outlined below.
If your complaint is more complex or is unlikely to be resolved quickly, we may refer it to PRIMIS Mortgage Network immediately.
Formal Complaints
The formal complaints process will be used where:
- We cannot resolve your complaint to your satisfaction within three working days; or
- Your complaint requires more detailed investigation; or
- You send your complaint directly to PRIMIS Mortgage Network; or
- You request that your complaint is handled formally.
Upon receipt, PRIMIS Mortgage Network will acknowledge your complaint promptly and investigate it fairly and impartially.
They will write to you within eight weeks to confirm the outcome of their investigation.
If the investigation is not complete within eight weeks, they will write to explain the reason for the delay and advise when you can expect a final response.
They will also provide details of how to contact the Financial Ombudsman Service if you are not satisfied with the progress or outcome of the complaint.
Financial Ombudsman Service
If, following PRIMIS’ investigation, you remain unhappy with the outcome, you may have the right to refer your complaint to the Financial Ombudsman Service.
This service is free of charge to consumers.
You must usually refer your complaint within six months of receiving the final response letter.
Contact Details
Telephone:
0800 023 4567
Email:
complaint.info@financial-ombudsman.org.uk
Website:
https://www.financial-ombudsman.org.uk/
Accessibility & Additional Support
We are committed to providing a complaints service that is accessible to all customers.
If you experience any difficulties with any part of the complaints process, or if you require additional support, please let us know when making your complaint so that we can assist you appropriately.