Your Rights
Complaints Procedure
We take every complaint seriously. If something hasn't gone the way you expected, here's how to tell us — and what happens next.
Our Commitment to You
At Look 4 Mortgages Ltd, we are committed to providing a high standard of service. However, we recognise that things can sometimes go wrong, and we want to make it as easy as possible for you to tell us when they do.
We will always try to resolve your complaint as quickly and fairly as possible. All complaints are taken seriously and handled in accordance with the requirements of the Financial Conduct Authority (FCA).
How to Make a Complaint
You can contact us in any of the following ways:
By Phone
Call us on 0800 009 6231 and ask to speak with David Wilkinson.
By Email
Send your complaint to [email protected]
By Post (Head Office)
Look 4 Mortgages Ltd, 1 Carr House Road, Shelf, Halifax, HX3 7QY
By Post (Regional Office)
Look 4 Mortgages Ltd, Office 11, 13-15 Preston Street, Fleetwood, FY7 6JA
What to Include in Your Complaint
- Your full name and contact details
- A clear description of your complaint and what went wrong
- The dates when the problem occurred
- Any relevant documents or correspondence
- What outcome you are seeking
What Happens Next
Acknowledgement
We will acknowledge your complaint promptly — usually within 5 business days of receiving it — and let you know who is handling it.
Investigation
We will investigate your complaint thoroughly and fairly, reviewing all relevant information and correspondence.
Our Response
We aim to send you a final response within 8 weeks of receiving your complaint. If we need more time, we will write to explain why and give you an updated timescale.
Resolution
Our final response will explain our findings and any action we propose to take. If you are satisfied, the matter is resolved.
If You Are Not Satisfied
If you are not satisfied with our final response, or if we have not resolved your complaint within 8 weeks, you have the right to refer your complaint to the Financial Ombudsman Service (FOS). This is a free and independent service.
You must refer your complaint to the Financial Ombudsman Service within 6 months of the date of our final response letter.
Financial Ombudsman Service Contact Details
Freephone
0800 023 4567Alternatively
0300 123 9123Website
financial-ombudsman.org.ukPost
Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Look 4 Mortgages is a trading name of Look 4 Mortgages Ltd who are an Appointed Representative of PRIMIS Mortgage Network, a trading name of First Complete Ltd. First Complete Ltd is authorised and regulated by the Financial Conduct Authority.