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Complaints Procedure

We aim to provide you with a first-class service at all times. However, if you are not satisfied with the service you have received, we would like to hear from you.

How to Lodge a Complaint

You can share your concerns with us via any of the following channels:

  • By Phone: 0333 050 1311
  • By Email: complaints@complexincome.mortgage
  • By Post: Complaints Department, Complex Income Mortgages, 86-90 Paul Street, London, EC2V 4NE

Our Process

We will handle your complaint fairly and consistently. Because we are an Appointed Representative of **Echo Finance Ltd**, they oversee our complaints process to ensure it meets FCA standards.

  1. Acknowledgement: we will acknowledge your complaint in writing within 5 business days.
  2. Investigation: We will investigate the matter and provide a full response within 4 weeks.
  3. Final Response: If the investigation takes longer, we will keep you updated. You will receive a final response within a maximum of 8 weeks.

If You Are Not Satisfied

If you are unhappy with our final response, or if we haven't provided one within 8 weeks, you have the right to refer your complaint to the Financial Ombudsman Service (FOS).

Financial Ombudsman Service

Exchange Tower, London, E14 9SR

Telephone: 0800 023 4567

Website: www.financial-ombudsman.org.uk

COMPLAINTS ARE HANDLED IN ACCORDANCE WITH FCA DISP RULES UNDER THE RESPONSIBILITY OF ECHO FINANCE LTD.