If You Should Have A Complaint
What to do if you have a complaint
In Writing:
By Telephone:
Call us on this number: 0121 767 1139
By Email:
Important Information
‘Smooth Financial Solutions Ltd is an appointed representative of PRIMIS Mortgage Network, a trading name of First Complete Limited.
First Complete Limited is authorised and regulated by the Financial Conduct Authority’.
We are committed to providing a professional service to all our customers. If you are
unhappy then we want to hear about it so we can try to put things right. With this in
mind, we have the following complaints procedure in place. You can make a
complaint by any reasonable means including telephone, letter, or email.
Our contact information: Complaints at Smooth FS
• Write to: 18 Northfield Road Welton Lincoln LN2 3FF
• Telephone: 01522 454009
• Email: enquires@smoothfs.co.uk
If you prefer, you can also refer your complaint to PRIMIS directly using the
following contact details:
• Write to – PRIMIS Mortgage Network, Customer Resolution Team, Ground Floor,
Birmingham Business Park, B37 7YT.
• Telephone: 0121 767 1139
• Email: complaints.solihull@primis.co.uk
You can also complain via their website: https://www.primis.co.uk/privacy-
notices/complaints/ The same section of the website contains more information
about PRIMIS’ role in complaints handling and about how Appointed Representative
Relationships work.
How we will handle your complaints Simplified Complaints
We will use this process if:
• your complaint is about a simple matter – that we can look into and solve quickly
and easily; and
• you direct it to us (rather than directly to PRIMIS Mortgage Network) in the first
instance.
We will investigate your complaint and aim to resolve it within three business days
following the date of receipt. If you are happy to accept our proposed resolution, we
will send you written confirmation of our investigation.
If you cannot confirm acceptance by the end of the third working day (for example –
because you are not happy with our proposed response or if you are not available to
discuss it with us) then the case will be referred to PRIMIS Mortgage Network.
It will then be handled in line with the Formal Complaint process outlined below. If
your complaint is more complex or is unlikely to be resolved quickly then we will
usually refer it to PRIMIS straight away
The formal complaints process will be used where:
• we can’t resolve your complaint to your satisfaction within 3 working days: or
• your complaint is likely to involve more complex assessment or investigations; or
• you send your complaint directly to PRIMIS Mortgage Network rather than to us in
the first instance; or
• you ask us to deal with your complaint in this way rather than via a simplified
process.
Upon receipt PRIMIS will acknowledge your complaint promptly and will investigate it
fairly and impartially.
They will write to you within 8 weeks to confirm the outcome of their investigation. In
the unlikely event that their investigation is not complete within eight weeks of receipt
of your complaint they will write to you to explain why and let you know when you
can expect to hear from them.
They will also provide details of how to contact the Financial Ombudsman Service if
you are not satisfied with progress.
The Financial Ombudsman Service. If, following PRIMIS’ investigation you are still
not happy with the outcome you have a statutory right to refer your complaint to the
Financial Ombudsman Service. It is a service free of charge to consumers, and you
may refer the matter to the Financial Ombudsman Service (FOS) within six months
from the date that you received a final response to your complaint.
You can contact the service using the following details: • Telephone 0800 023 4567
• Email: complaint.info@financial-ombudsman.org.uk
You can also visit their website and refer complaints to them online by visiting.
https://www.financial-ombudsman.org.uk/
Let us know if you need any extra help or support.
We are committed to providing a
complaints service that is accessible to all our customers.
If you have any difficulties with any elements of the process that is outlined
above, or if there are circumstances that might mean we need to change the way we handle your complaint, then please let us know when you tell us about your complaint.
Our Fees
We will charge a fee for our advice service which will depend on what mortgage you need, your financial circumstances, and the complexity of what you want. The amount of fee will be between £0 and 1% of the value you need to borrow up to a maximum of £2,000.
For example, if your mortgage was £250,000 the maximum fee you would pay would be £2,000.
You need to pay the fee when you apply for the mortgage. Any fee paid is non-refundable.
We will also be paid a procuration fee by the lender. You will be told how much this is when we give you the mortgage illustration. You can ask in advance the percentage (of the loan) each lender will pay us.
If an application is submitted via a third party specialist (sometimes called a packager) we will be paid commission by them instead of the lender. This will be disclosed to you.