Compliants

How We Handle Your Complaint

At Trusted Tree Mortgages, each of our customers is important to us, and we believe you have the right to a fair, transparent, and courteous service. We are authorised and regulated by the Financial Conduct Authority (FCA), and you are entitled to register a complaint at any time.

We never impose barriers to you doing so, and you may speak directly with our complaints coordinator or a member of senior management.

How to Make a Complaint

If you wish to register a complaint, you may do so by contacting us in any of the following ways:

In writing:
Complaints Coordinator
Trusted Tree Mortgages Ltd
Morton Cottage London Road SL50PN Ascot Sunninghill
United Kingdom

By phone:
0738 430 7744

By email:
cagri@trustedtreemortgages.com

What Happens Next

If your complaint relates to a regulated mortgage or insurance product, we will attempt to resolve the matter informally within 3 business days. If we are able to do so, we will send you a summary resolution communication and inform you of your right to refer the matter to the Financial Ombudsman Service (FOS).

If your complaint cannot be resolved quickly or you prefer a formal process, we will follow our full complaints procedure, which includes:

• Acknowledging your complaint within 5 business days
• Assigning a complaints coordinator to investigate your case
• Keeping you informed throughout the process
• Issuing a Final Response Letter within 8 weeks, or explaining why more time is needed

Financial Ombudsman Service (FOS)

If you are not satisfied with our final response, or if 8 weeks have passed and your complaint remains unresolved, you may refer your complaint to the Financial Ombudsman Service (FOS), provided your case involves a regulated product (e.g. residential mortgage, consumer buy-to-let, or personal protection policy).

• Website: www.financial-ombudsman.org.uk
• Address: Exchange Tower, Harbour Exchange, London E14 9SR
• Email: complaint.info@financial-ombudsman.org.uk

FCA Information
We are authorised and regulated by the Financial Conduct Authority (FCA), which sets out rules for the fair handling of complaints. For more information, visit www.fca.org.uk or email consumer.queries@fca.org.uk.

Trusted Tree Mortgages Ltd is authorised and regulated by Financial Conduct Authority under the Firm Reference Number (FRN)1020120. for mortgage, insurance and some consumer credit activities . Our Company registration number is 15790992 Registered in England and Wales. Registered office: Morton Cottage, London Road, Sunninghill, Ascot England, SL5 0PN.