Complaints Policy & Procedure


NM Mortgages Ltd is a mortgage broker firm providing regulated and non-regulated services and products, registered in England and Wales with registered office address at Russell House, Elvicta Business Park, Crickhowell, Wales, NP8 1DF and company number 05336870.

NM Mortgages Ltd is authorised and regulated by the Financial Conduct Authority (FCA) and we have an effective and transparent complaints handling procedure in place.

We value our customers and aim to give a high level of service to them at all times. But we will not always get things right. But when we do, we believe our customers have the right to a prompt, courteous and fair service.

Definition of a Complaint

The FCA defines a complaint as:

"Any expression of dissatisfaction, whether oral or written, and whether justified or not, from or on behalf of an eligible complainant about the firm’s provision of, or failure to provide, a financial service".

A complaint must involve an allegation that the complainant has suffered, or may suffer, financial loss, material inconvenience or material distress.

Who can bring the complaint to us?

Our complaints policy and procedure will apply to all eligible complainants. An eligible complainant is defined as:

  • Existing or potential customers;
  • An individual authorised by the customer or potential customer (or a lawfully authorised person on behalf of a deceased person who would have been our customer);
  • A micro-enterprise which employs fewer than 10 persons and has a turnover or annual balance sheet that does not exceed £2 million at the time the complaint made.
  • A charity which has an annual income of less than £1 million at the time the complaint is made.

Regardless of the above, we will treat complaints brought to us fairly and investigate into it providing the complainant with swift and courteous service.

How to make a complaint

Complaints can be made in writing or orally.

To submit a complaint, please contact NM Mortgages Ltd using one of the following methods:

Phone: 03300 583 859



414 - 416 Silbury Court East
Milton Keynes

What we’ll need to know

In order to capture, record and fully understand our customer's complaint we will need some or all the following information:

  • Customer's name and address
  • Their account details
  • A description of their complaint
  • How they’ve been affected by this
  • A contact number and convenient time to contact them
  • If they wish to nominate a third party to raise the complaint on their behalf – in which case, we will need their explicit written authority to enable us to discuss their account with them

Timescales and responding to complaints

We will refer complaints received from customers to our Compliance Officer as soon as possible.

We will promptly acknowledge customer complaints in writing and no later than five working days of having received the complaint. The acknowledgement will provide the name, designation and contact details of the complaint handler.

We will send the written acknowledgement as per the customers’ preferred method of communication – post or email.

If we need to call the complainant to find out more, it’s worth knowing that some calls may display as ‘unknown’, ‘private’ or ‘withheld’ on certain handsets. We will let our customers know via email and/or alternative written communication that we trying to reach them by phone.

We will keep our customers updated about the progress about the complaints and of any unanticipated delays.

Our aim is to resolve non-complex complaints within 15 working days of having first received it.

Where we anticipate we will be unable to meet the timescales we have set ourselves we will inform the customer at each stage of the investigation.

We would expect customers to allow us up to eight weeks to resolve a complaint.

If at the end of eight weeks we have been unable to complete our investigation or arrive at an agreeable resolution, if the complaint falls within the jurisdiction of the Financial Ombudsman Service we will provide the complainant their referral rights and how to refer their complaint to them.

Complaints resolved by close of the third business day following the day on which it is received will be based on the same principle of treating customers fairly.

An acknowledgement of the complaint within five working days will not be sent as it will not be required. Our final response letter will be an executive summary of the complaint and the resolution.

Investigating, assessing and resolving customer complaints

The compliance officer will investigate the complaint independently, fairly, unbiasedly and in a timely manner.

We will give a fair outcome and where evident we have failed to provide the correct level of service or caused upset and trouble to the customer because of our actions we will offer reasonable and appropriate compensation.

A final response will be sent in writing explaining clearly the reasons for the complaint being either upheld or not upheld. The leaflet for the Financial Ombudsman Service will be enclosed or attached to the final response.

Where a complaint is upheld, and it is established the customer was financially disadvantaged because of our error we will put the customer back in the same financial position they would have been had we not made the error.

If the customer accepts our offer of compensation, we will ask them to confirm their written acceptance of our offer in 14 days. Once they accept our offer this would be in full and final settlement of their complaint.

In the event, customers’ complaint that do not apply to our service or product but relates to the lender or other ancillary services will be forwarded to the correct provider/respondent promptly. We will inform the customers the reason why in our response to their complaint.

We will also provide the eligible complainant with the contact details of where the complaint should have been correctly referred to. If we have received a reference to the complaint, we forward to the correct business we will communicate this to the customer.

The same process for forwarding the complaint will apply where we are jointly or partly responsible for the complaint raised with us - a referral will be made as outlined above and those matters which are our responsibility will be handled according to the general complaints procedure explained above.

We follow a one stage complaint process and once a final response is sent, we will consider that to be final.

We will close the complaint if we have not heard back from the customer after 14 days of having issued our final response letter, unless they inform us that they anticipate delay in responding to us or have some new information which they wish us to investigate.

If we do not continue to respond to the complainant where they raise the same issue following our final response letter it is not out of discourtesy. It is because continuing to correspond with them where there is no new information will invalidate the date of our final response to them.

Redress payment

Where redress is payable it will be credited directly to the customer. However, if there is more than one party on the account, we will need joint signatory of the complainants and the redress will be paid in their joint names. The exception is where we receive a written authorisation from the other joint named parties on the account.

Where redress is to be paid to the Limited Company represented by their directors it will be paid out to the Limited Company account unless specified and written consent that this should be credited directly to the director’s personal account.

Customer’s referral rights

Where we have been unable to resolve the complaint and if they remain dis-satisfied with our final response and the outcome of their complaint or compensation offered, they will have the right to refer this to the ‘Financial Ombudsman Service’ (FOS), if within their jurisdiction. They should do so within six months from the date of our final response letter.

The Financial Ombudsman Service

The Financial Ombudsman Service is an independent organisation. They sort out complaints consumers and financial businesses haven’t been able to settle themselves.

We will co-operate fully with the Ombudsman in resolving any complaints made against us and will respect and be bound by an ombudsman’s final decision. We will promptly pay any awards made by an ombudsman.

If for some reason we have not been able to resolve customer complaint within 8 weeks, or they are not satisfied with the resolution they can refer their complaint to the Financial Ombudsman Service.

If the customer receives a final response letter from us, and they want to contact the Financial Ombudsman Service, they will need to do this within six months of receiving our final response letter.

If a complaint is referred to the FOS outside of six months of our final response to the complainant, the FOS will not have our permission to consider their complaint and so will be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was because of exceptional circumstances.

More information about the FOS can be found on their website

The Financial Ombudsman Service can be contacted by writing to:

The Financial Ombudsman Service, Exchange Tower London, E14 9SR

Alternatively, by phone on 0800 023 4567 (free from a landline but charges apply from a mobile) 0300 123 9 123 (charged at the same rate as 01 or 02 numbers from a mobile) +44 20 7964 0500 (for calls from outside the UK).

To help us investigate and resolve your complaint, please make sure you include:

  • Your name and address
  • Your account details
  • A description of your complaint and how you have been affected
  • When your issue happened
  • A contact number (or other preferred method of contact) and a convenient time to contact you.