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How we approach your complaint

Each of our customers is important to us and we believe you have the right to a fair and courteous service. If you’re dissatisfied with our service, or the advice you receive, we will initially attempt to resolve the matter informally, if you are happy for us to. If we can resolve the matter within 3 business days following the day we received it, we’ll send you confirmation of this. We’ll also let you know about the Financial Ombudsman Service (FOS) at this time.

If we’re unable to resolve matter quickly, to your satisfaction, or you would prefer a formal process, then we have a detailed complaint handling process to ensure we are able to investigate and respond to your complaint thoroughly and fairly. This is process is summarised further below.

Matthew Nickson Mortgage Solutions is regulated by the FCA, so you are entitled to register a complaint at any time. We never impose barriers to you doing so and you can speak directly to our directors or compliance manager. Should you wish to register a complaint, you may do so by contacting our Principal firm, JLM Mortgage Network, in the following ways:

In writing: Compliance Dept. JLM Mortgage Network, 21a Churchyard, Hitchin, Hertfordshire, SG5 1HP
By phone: 01462 455655
By email: [email protected].

There are some complaints we cannot consider but we will explain to you if this is case

Receiving your complaint

If we cannot resolve your complaint informally, within 3 business days following the day we received it, then we’ll write to you to let you know. If you gave your complaint verbally, then we’ll also confirm our understanding of your concerns and request you to correct any misunderstandings.


We’ll review our records and discuss your concerns with all those involved. Sometimes we have to liaise with third parties like lenders or solicitors which can require more time and we may need your authority to do so. We’ll also keep you updated throughout.

Responding to your concerns

We’ll provide you with a full written response within eight weeks. If we do not agree then we’ll explain why, but if we recognise we’ve failed you then we’ll explain how we plan to improve. We’ll also confirm whether you can refer to the Financial Ombudsman Service.

Should you have cause to complain, and you are not satisfied with our response to your complaint, you may be able to refer it to the Financial Ombudsman Service which can be contacted as follows:

If you feel we do not handle your complaint fairly, then you may be able to refer to an independent adjudicator, the Financial Ombudsman Service (FOS) if the matter is concerning residential mortgages, Consumer Buy-to-Let and personal protection policies as these are regulated by the Financial Conduct Authority (FCA). The same is not normally true for other Buy-to-Let or commercial mortgages but we’ll let you know if this is the case.

You can contact the Financial Ombudsman Service in the following way;

Visit the website and fill out the online form www.financial-ombudsman.org.uk

Write to Exchange Tower, Harbour Exchange, London E14 9SR

Email: [email protected]

We are authorised and regulated by the Financial Conduct Authority (FCA), who have set out specific rules for the handling of complaints. Our procedure is compliant with the FCA rules but if you wish to obtain further information please visit http://www.fca.org.uk or email [email protected]