Complaints Procedure – Mortgage Department
Medway Mortgage Shop will do its best to provide you with a high level of service and customer care every time. However, sometimes things can go wrong and we may fail to meet your expectations. Our internal complaints procedure allows us to deal with complaints fairly, effectively, consistently and promptly. If you think we have let you down then please tell us why.
Our internal complaints handling procedure follows the Financial Conduct Authority (FCA) guidelines set out in their handbook.
What you need to do if you have a complaint
You should raise your complaint by telephone, e-mail, letter, fax or in person to our Customer Service Department at Medway Mortgage Shop, details listed below.
How we will handle your complaint
We will:-
- Endeavour to resolve your complaint as quickly as possible.
- Acknowledge your complaint no later than 5 working days after receipt.
- Advise you of the person dealing with your complaint and how to contact them. Provide a response or update within 4 weeks of response.
If for any reason there is a delay with our investigation/response we will keep you informed of this fact in writing and confirm the expected response time, which should be no longer than 8 weeks.
If you remain unhappy after receiving our response
Let us know, in writing, why you are further dissatisfied so we can investigate further, referring it to Mrs Audrey McVeigh. Hopefully this process will bring the matter to an agreeable conclusion.
If we still cannot reach a resolution
If you are still dissatisfied with our response or we have failed to write to you after 4 weeks or failed to give you a final resolution after 8 weeks, you can refer your complaint to the Financial Ombudsman Service (FOS).
The address is given below.
If you need advice on your complaint, please contact Mrs Audrey McVeigh on 01634 735335 or write to the address below.
Medway Mortgage Shop
159 High Street
Strood
Rochester
Kent ME2 4TH
01634 735335 (Telephone)
01634 735360 (Fax)
Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London E14 9SR
0845 0801800 (Telephone)
Complaints Procedure – Property Department
MMS Sales and Lettings complaints procedure has been implemented that in the event you feel the need to complain that concerns are dealt with as quickly and efficiently as possible. Please follow the below process.
In order that your concerns are addressed as quick as possible we ask you that you first raise the issues verbally with the Manager of the office.
If this doesn’t resolve the problem we then ask:
You send your complaint in writing to the manager of the office. The address to send your complaint to is
MMS Sales and Lettings
159 High Street
Strood
Rochester
Kent
ME2 4TH
Your complaint will be acknowledged within 3 working days of receipt and an investigation undertaken.
A formal written outcome of the investigation will be sent to you within 15 working days.
If this doesn’t resolve the complaint then we ask:
You send your complaint in writing to the Director of the office. The address being the same
MMS Sales and Lettings
159 High Street
Strood
Rochester
Kent
ME2 4TH
Your complaint will be acknowledged within 3 working days of receipt and an investigation undertaken.
Following the Directors investigation a final view will be sent to you. This will include any offer made. This letter will confirm that you are entitled if dissatisfied to refer the matter to The Property Ombudsman within 12 months for a review.
The Property Ombudsman contact details are:
Milford House
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP
Tel: 01722 333306
We are members of Propertymark. If you feel your complaint has not been satisfactorily dealt with by ourselves and the redress scheme, you can send your complaint to Propertymark. Go to the Propertymark website to download a complaint form.
Propertymark investigate complaints against members where there is evidence an agent has breached their Conduct and Membership Rules.
Examples of this include, but are not limited to, misuse of client money, failure to uphold high standards of ethical and professional practice, and failure to answer correspondence.