Complaints Procedure.

 How we will deal with your complaint

Please, where possible, provide any reference numbers that you may have.

• When we receive your formal complaint, this should be submitted to us in writing, we will acknowledge receipt of your complaint within five business days.

• We will ensure that your complaint is dealt with fairly and thoroughly and investigated by a trained complaint handler.

• Your complaint will be investigated as soon as possible.  However, we aim to provide a full response within four weeks of receipt of your complaint.  If we are unable to provide a full response within four weeks, we will write to you giving you details of our progress.  We will also inform of when you will receive further correspondence, which will not be later than a further four weeks.

• We will advise you of our decision based on our findings in a full written final response to your complaint.  This written response will also contain details of our investigations.

• If you are not satisfied with our final response, or if we have been unable to provide you with a final response within eight weeks of receiving your complaint, your complaint may be eligible for investigation by the Financial Ombudsman Service (FSO).  The details of the Ombudsman are as follows:

Financial Ombudsman Service (FSO)

South Quay Plaza

183 Marsh Wall

London

E14 9SR

Telephone:        0845 080 1800

Email:               complaint.info@financial-ombudsman.org.uk

Website:           www.financial-ombudsman.org.uk

IMAS Compliance Officer.

John Doddrell (Managing Director)
Independent Mortgage Advice & Services Limited,
Unit 6, Fleetsbridge Business Centre, Upton Road, Poole, Dorset, BH17 7AF.

YOUR HOME MAY BE REPOSSESSED IF YOU DO NOT KEEP UP REPAYMENTS ON YOUR MORTGAGE.

Correspondence address;

IMAS, PO Box 6824, Chiltons, 

Poole, Dorset, BH4 0DE