Complaints Procedure

We are committed to providing a high standard of service. If you are unhappy with any aspect of our service, we want to hear from you so we can put things right as quickly as possible.

Self-Employed Mortgage Broker is a trading style of Keith McCoy Associates Limited, which is authorised and regulated by the Financial Conduct Authority (FCA number: 450724).

How To Make A Complaint

You can contact us using the details below:

Email: info@selfemployedmortgagebroker.org.uk
Contact page: https://selfemployedmortgagebroker.org.uk/contact-us/
Address: 125 Hither Green Lane, Abbey Park, Redditch, Worcestershire, B98 9BN

Please provide as much detail as possible, including your name, contact details and a description of your complaint.

What Happens Next

We will acknowledge your complaint promptly and begin investigating the matter.

We aim to resolve complaints as quickly as possible. In most cases, we will provide a final response within eight weeks of receiving your complaint.

If we are able to resolve your complaint sooner, we will do so.

Our Final Response

Once we have completed our investigation, we will send you a final response explaining:

• The outcome of our investigation
• Any action we have taken or propose to take
• Your right to refer the complaint further if you are not satisfied

If You Are Not Satisfied

If you are not happy with our final response, or if eight weeks have passed and your complaint has not been resolved, you may be entitled to refer your complaint to the Financial Ombudsman Service.

The Financial Ombudsman Service is an independent body that helps resolve disputes between consumers and financial businesses.

You can contact them at:

Website: www.financial-ombudsman.org.uk
Telephone: 0800 023 4567

Your Rights

Referring your complaint to the Financial Ombudsman Service does not affect your legal rights.

Our Commitment

We take all complaints seriously and use feedback to improve our services.

Our aim is to resolve issues fairly, transparently and as quickly as possible.