Complaints

We are dedicated on creating a long-term relationship with our clients. If you feel our service has fallen short of your expectations, we value your feedback to assist you to put things right.

Making a Complaint

Anytime Mortgages Ltd is authorised and regulated by the Financial Conduct Authority (FCA). If you are unhappy with any part of our service, please contact us so that we can investigate and put things right for you. The following explains how you can make a complaint to us. It also provides a summary of our complaints handling process.

You can contact us via the following routes:

  • In writing: John Freeth Director, Anytime Mortgages Ltd 105 Tilehouse Green Lane, Knowle, Solihull, West Midlands, B93 9EN

  • By telephone: 07815 896383

  • By email: john@anytimemortgages.co.uk  

To help us investigate your complaint

Please provide the following information:

  • Your name, address and contact details

  • The name of the adviser and any dates you feel are relevant

  • The product/service you are unhappy with an explanation of why you are unhappy

How we will investigate your complaint

The FCA rules require us to investigate complaints fairly and impartially. Where possible, we will consider your complaint and respond with our proposed resolution by the close of the third working day after we received your complaint.

Provided you confirm that you are happy with our response, we will send a letter to you to confirm that your complaint has been closed. Our letter will also provide you with information about how you can contact the Financial Ombudsman Service if you are still unhappy.

Where we can’t resolve your complaint within three working days, we will write to you to formally confirm that your complaint has been received.

We will then investigate your complaint. We will usually complete our investigations within eight weeks. When we have finished our investigation, we will write to you to explain the outcome. Our letter will also explain your right to refer your case to the Financial Ombudsman Service if you are not satisfied with the outcome. 

In the unlikely event that our investigation is not completed within eight weeks, we will write to you to explain why and let you know when you can expect to hear from us. We will also provide details of how to contact the Financial Ombudsman Service if you are not satisfied with our progress.

Financial Ombudsman Service

You have a statutory right to refer your complaint, free of charge, to the Financial Ombudsman Service if you are unhappy with our decision or if we take longer than eight weeks to provide a final response.

You may refer the matter to the Financial Ombudsman Service within six months from the date of the final response letter, excluding any further correspondence between us.