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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: 08448842532
  • By Email: hello@complexincome.mortgage
  • By Post: Complaints Department, Richards & Logic, 86-90 Paul Street, London, EC2V 4NE

Our Process

We will handle your complaint fairly and consistently. If your complaint relates to regulated mortgage advice provided by Echo Finance Ltd, it will be handled under Echo Finance Ltd's FCA complaints process.

  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.