Complaints Procedure

How To Complain

Here at GB Mortgages we take complaints very seriously.

GB Mortgages is committed to providing you with an excellent quality service – you should find your dealings with us to be prompt, efficient and friendly. However, we recognise that on occasion you may have cause to complain.

If you do have a complaint about any aspect of the service you have received our staff will be happy to help resolve your concerns. If you are unhappy with any aspect of the service from GB Morgages we would very much like to know so that we can try to put things right as soon as possible.

How Does It Work?

  • Contact us on the telephone number or email address below. We’ll do all we can to deal with your complaint immediately. If your complaint cannot be resolved by the end of the next working day, we will write to you within five working days to acknowledge it has been received and confirm our understanding.
  • We will provide you with a response to any issues you have raised. We will endeavour to do this as quickly as possible.
  • If we are unable to fully respond to the issue within 28 days, we will contact you to explain why this has not been possible, keep you informed of the complaint’s progress and let you know when we will contact you again.
  • After a further 28 days we will contact you again – either with a full response or reasons why we have been unable to provide this. If we are unable to provide a full response, we will inform you of any rights you have to refer the matter on to the Financial Ombudsman Service.

In the vast majority of cases, we are able to resolve issues quickly and satisfactorily by dealing with our customers directly. However, if you feel your complaint has not been fully or fairly dealt with, you may have the option of contacting the Financial Ombudsman Service (FOS) who may be able to take the matter further. You have six months from the date of our final response to refer your complaint to FOS.

Compliance Manager
GB Mortgages (Cardiff) Limited. Unit 34, Cardiff Business Park, Llanishen, Cardiff. CF14 5GG

T. 02921010125
E. complaints@gbmortgages.co.uk

You can contact the Financial Ombudsman Service on 0845 080 1800.

Alternatively, you can write to:

Financial Ombudsman Service
South Quay Plaza, 183 Marsh Wall, London E14 9SR
www.fos.org.uk



© Copyright 2020 GB Mortgages (Cardiff) Limited. All Rights Reserved.

Call Us Free - 0300 456 8499
Office Hours: Monday to Thursday 10:00am - 8:00pm : Friday 10:00am - 5:00pm

GB Mortgages (Cardiff) Limited. Company Registration No. 12733715.
Registered Office: Unit 34, Cardiff Business Park, Lambourne Crescent, Llanishen, Cardiff, CF14 5GG.


YOUR PROPERTY MAY BE REPOSSESSED IF YOU DO NOT KEEP UP REPAYMENTS ON YOUR MORTGAGE

The information given in this website does not contain all of the details you need to choose a mortgage. Make sure that you read the separate key facts illustration before you make a decision. The FCA does not regulate some forms of buy to let mortgages.

If you have a complaint or dispute with us, you are entitled to make a complaint. We have a complaints procedure that is available on request. If you wish to register a complaint, please contact us either in writing, by telephone or email. Please be assured we treat complaints seriously. For your protection if you cannot settle your complaint with us, you may be entitled to refer it to the Financial Ombudsman Service (FOS).

GB Mortgages(Cardiff) Ltd is authorised and regulated by the Financial Conduct Authority. FCA Register No 930398. Registered in England and Wales. Registration No: 12733715. Registered Office: Unit 34 Cardiff Business Park Cardiff CF14 5GG

GB Mortgages (Cardiff) Ltd is an Appointed Representative of The Mortgage People (Cardiff) Limited, 46 High Street, Haverfordwest, Pembrokeshire, SA61 2DA.

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