How to make a complaint
We hope you love the service we provide. But if something does go wrong, we want to know, and we will work hard to put things right.
Contact the Primis Customer Resolution Team
As an appointed representative of PRIMIS Mortgage Network, complaints about our advice are handled by the Primis Customer Resolution Team.
In writing
The Customer Resolution Team
Primis Mortgage Network
3700 Parkside, Birmingham Business Park
Solihull, West Midlands, B37 7YT
By telephone
By email
How your complaint is handled
You can find full details of the process on the Primis complaints page.
Tell us
Contact the Primis Customer Resolution Team by post, phone or email. You can also call us first to talk it through.
We log and acknowledge it
Your complaint is recorded and you will be told who is looking into it.
Fair investigation
Primis reviews what happened quickly and impartially, and may contact you for more information.
Our final response
You will receive a written final response, normally within eight weeks, explaining our decision and your rights.
What to tell us
The more we know, the faster we can look into it. Please include:
- Your full name, address and the best way to contact you
- The name of your adviser, if you know it
- Which mortgage or policy your complaint is about, with any reference numbers
- What went wrong and when
- What you would like us to do to put it right
You can ask someone else, such as a family member, to make a complaint on your behalf. If you need any extra help or support, just let us know.
The Financial Ombudsman Service
If you are not happy with our final response, or we have not sent one within eight weeks, you may be able to refer your complaint to the Financial Ombudsman Service. It is free to use. You must contact them within six months of the date of our final response.
- Website: financial-ombudsman.org.uk
- Phone: 0800 023 4567
- Post: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
The Financial Ombudsman Service cannot make judgements on Buy to Let mortgages taken out predominantly for investment or business purposes, which includes most Buy to Let mortgages. Our final response will tell you whether you can refer your complaint to them.
Compensation and protection
We are covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation if we cannot meet our obligations, depending on the type of business and the circumstances of the claim.