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Complaints

Last updated 17th March 2026

We always aim to keep things clear, straightforward and on track. But if something hasn’t gone quite right, we want to know, so we can put it right as quickly as possible.

A complaint is any expression of dissatisfaction, whether spoken or written, and we take all feedback seriously.

How to get in touch
If you’d like to make a complaint, you can contact us in whichever way suits you:

  • Email: Gareth@mortgageselectsw.co.uk
  • Phone: 01823 323600
  • Post: Complaints Department, Mortgage Select, 3 Discovery House, Cook Way, Bindon Road, Taunton, TA2 6BJ

You can also speak to your advisor directly, and they’ll make sure your complaint is passed to the right person to be reviewed.

What happens next
Once we receive your complaint, we’ll:

  • Acknowledge it promptly (usually within 5 working days)
  • Take the time to fully understand what’s happened
  • Investigate things fairly and thoroughly
  • Keep you updated if it takes a little longer

Your complaint will be handled by a member of our team who is responsible for reviewing and resolving concerns.

Timescales

  • If we can, we’ll resolve your complaint within 3 business days
  • If not, we’ll continue our investigation and send you a final response within 8 weeks

If we’re unable to issue our final response within 8 weeks, we’ll explain why and let you know when you can expect an update.

If you’re not happy with the outcome
If you’re not satisfied with our final response, or if 8 weeks have passed, you may be able to refer your complaint to the Financial Ombudsman Service.

They offer a free, independent service to help resolve disputes.

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

You’ll usually need to refer your complaint within 6 months of our final response.

Our commitment to you
We take every complaint seriously. It’s an opportunity for us to improve, and to make sure we’re delivering the level of service our clients expect.

We’ll always aim to handle things fairly, clearly and without unnecessary delay.