Complaints Procedure

At MortgageKey, we aim to provide a high standard of service. If something goes wrong, please tell us so we can investigate and put things right where appropriate.

MortgageKey is a trading style of OSL Financial Consultancy Limited.

How to make a complaint

You can complain by telephone, email or post:

Telephone: 01482 306666
Email: enquiries@mortgagekey.co.uk
Post: Complaints, MortgageKey, PO Box 746, Hull, HU10 9BP

You do not need to use a particular form or put your complaint in writing. We will not charge you for handling your complaint.

To help us investigate, please provide:

• Your name and preferred contact details.
• Your application or account reference, if available.
• A description of what happened and how it affected you.
• What you would like us to do to resolve the matter.
• Copies of any relevant documents.

You can still complain if you do not have all this information.

How we will handle your complaint

We will investigate your complaint fairly and impartially, review the relevant information and keep you informed of progress.

If we resolve your complaint to your satisfaction by the end of the third business day following receipt, we will send you a written summary confirming the resolution and explaining your rights to contact the Financial Ombudsman Service.

If we need longer, we will acknowledge your complaint promptly in writing, explain the applicable response deadline and keep you updated.

Within eight weeks of receiving your complaint, we will send you either:

• Our final response, explaining our findings, decision and any action or redress offered; or
• A written explanation of why we have been unable to provide a final response, when we expect to do so and your right to refer the complaint to the Financial Ombudsman Service.

Where applicable, our response will include information about the Financial Ombudsman Service and its explanatory leaflet.

If you remain unhappy

If you are dissatisfied with our final response, or we have not provided a final response within eight weeks, you may be entitled to refer your complaint to the Financial Ombudsman Service, free of charge.

The Financial Ombudsman Service is an independent organisation that resolves complaints between eligible customers and financial businesses.

You do not need to wait until eight weeks have passed if we have already issued our final response.

You normally need to refer your complaint within six months of the date of our final response. If you refer it later, the Ombudsman may be unable to consider it, although exceptions can apply. Our response will explain the relevant referral rights and deadline.

You can contact the Financial Ombudsman Service:

Website: www.financial-ombudsman.org.uk
Telephone: 0800 023 4567
Post: Financial Ombudsman Service, Exchange Tower, London, E14 9SR

You can also submit a complaint online.

The Ombudsman’s ability to consider a complaint depends on its rules, including eligibility, the activity involved and applicable time limits. It will determine whether your complaint falls within its jurisdiction.

Help making your complaint

Please tell us if you need information in a different format, additional support or adjustments to how we communicate with you.

You may ask a relative, friend or representative to complain on your behalf. We may need your permission before discussing your personal information with them. You do not need to pay a representative to bring a complaint to us or the Financial Ombudsman Service.