Complaints Procedure

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Whilst we are committed to providing a quality service, we acknowledge that on occasions things can go wrong. In the first instance speak to the representative that you dealt with. If however, you remain dissatisfied, we have a dedicated team who will ensure your complaint is investigated fully.

If you wish to complain about the advice or service you have received from us, you can write to the address below:

Customer Relations Department

Countrywide Principal Services Ltd
Countrywide House
88-103 Caldecotte Lake Drive
Caldecotte
Milton Keynes
Buckinghamshire
MK7 8JT

Telephone: 01908 961150

Alternatively email complaints@cwpsl.co.uk

In order to help us resolve your complaint as quickly and efficiently as possible, we will need the following information:

• Your name and address
• The name and address of the representative that you have dealt with
• Any relevant account and policy numbers
• A daytime telephone number where we can contact you
• A clear description of your complaint
• Details of what you would like to be put right

We will aim to contact you to try and resolve your complaint on the day that we receive it,but if we need to make further enquiries,we will;

• Provide a written acknowledgment of your complaint within 5 working days
• Give you the details of who is handling your complaint and how to contact them

In these circumstances we aim to resolve your complaint as quickly as we can. If however we are unable to do this within 4 weeks we will write explaining what is happening and when we expect to have an answer. If we haven't been able to respond within 8 weeks, we will send you a further progress report.

If we cannot resolve your complaint to your satisfaction, you may be able to refer the matter to The Financial Ombudsman Service that was set up by by the Financial Services Authority to review certain unresolved complaints.

When we respond to your complaint, we will let you know if you are eligible to refer your complaint to the Financial Ombudsman Service. They can be contacted at:

The Financial Ombudsman Service

South Quay Plaza
183 Marsh Wall
London
E14 9SR

Telephone:0845 080 1800

Terms and conditions, exclusions, limitations and eligibility criteria apply.

Your home may be repossessed if you do not keep up repayments on your mortgage.

Whilst we do not charge for our advice, please note that there will be a £249 administration fee for residential mortgages and £349 for Buy-to-Let mortgages, which is payable when your mortgage contracts exchange (conclusion of missives in Scotland). Alternatively, Buy to Let customers can choose to pay a one off 'Lifetime' fee of £799. See our 'Buy to Let Lifetime' Terms of Business for further details.

Countrywide Mortgage Services, Countrywide House, 88-103 Caldecotte Lake Drive, Caldecotte, Milton Keynes, Buckinghamshire, MK7 8JT.
Countrywide Mortgage Services is a trading name of Countrywide Principal Services Ltd which is authorised and regulated by the Financial Services Authority
(FSA number 301684).