Complaints Procedure

We are committed to providing you with the highest level of service. However, if you are dissatisfied with any aspect of our service, we want to hear from you.

Our Commitment

Commercial Mortgage Dealer Ltd is regulated by the Financial Conduct Authority (FCA) and follows strict guidelines for handling complaints. We treat all complaints seriously and will investigate them thoroughly and fairly.

We aim to resolve most complaints within 3 business days. All complaints will be acknowledged within 1 business day of receipt.

How to Make a Complaint

Step 1: Contact Us Directly

In the first instance, please contact us directly. Many concerns can be resolved quickly through direct communication:

Contact Details:

  • Phone: 0203 838 6148
  • Email: complaints@commercialmortgagedealer.co.uk
  • Post: Complaints Department, Commercial Mortgage Dealer Ltd, [ADDRESS]

Step 2: Formal Complaint

If we cannot resolve your concern immediately, please submit a formal complaint including:

  • Your full name and contact details
  • Account or reference number (if applicable)
  • Details of your complaint
  • What outcome you are seeking
  • Any supporting documentation

Our Investigation Process

Within 1 Business Day

We will acknowledge receipt of your complaint and provide you with a reference number.

Within 3 Business Days

We aim to investigate and resolve your complaint. If we can resolve it within this timeframe, we will send you a final response letter.

Within 8 Weeks

For more complex matters, we have up to 8 weeks to investigate and provide a final response. We will keep you updated on our progress.

Types of Complaints We Handle

We can investigate complaints about:

  • Quality of advice or service provided
  • Delays in processing your application
  • Failure to follow instructions
  • Errors in documentation or processes
  • Staff conduct or professionalism
  • Fees and charges
  • Data protection and privacy concerns

If You're Not Satisfied

Financial Ombudsman Service

If you are not satisfied with our final response, or if we have not resolved your complaint within 8 weeks, you may be able to refer your complaint to the Financial Ombudsman Service (FOS).

Financial Ombudsman Service Contact Details:

  • Phone: 0800 023 4567 or 0300 123 9123
  • Email: complaint.info@financial-ombudsman.org.uk
  • Website: www.financial-ombudsman.org.uk
  • Post: Financial Ombudsman Service, Exchange Tower, London E14 9SR

Important:

You generally have 6 months from the date of our final response to refer your complaint to the FOS. The FOS service is free of charge.

Compensation

Commercial Mortgage Dealer Ltd is covered by the Financial Services Compensation Scheme (FSCS). This means that if we cannot meet our liabilities, you may be entitled to compensation.

FSCS Contact Details:

  • Phone: 0800 678 1100
  • Website: www.fscs.org.uk
  • Post: FSCS, PO Box 300, Mitcheldean GL17 1DY

Learning from Complaints

We view complaints as an opportunity to improve our services. We regularly review complaint trends and outcomes to identify areas where we can enhance our processes and customer experience.

All feedback, whether positive or negative, helps us deliver better services to all our clients.

Contact Information

For any questions about our complaints procedure or to make a complaint:

Commercial Mortgage Dealer Ltd

  • Complaints Department
  • Phone: 0203 838 6148
  • Email: complaints@commercialmortgagedealer.co.uk
  • FCA Registration: [FCA_NUMBER]