If You Should Have A Complaint
What to do if you have a complaint
We hope that you will be satisfied with the service that we provide. If you wish to register a complaint, please contact
us via any of the following methods:
In Writing:
The Customer Resolution Team, PRIMIS Mortgage Network, 3700 Parkside, Birmingham Business Park, Solihull. West Midlands. B37 7YT.
By Telephone:
Call us on this number: 0121 767 1139
Important Information
PRIMIS will aim to deal with your complaint quickly and impartially.
You can see our full complaints procedures via our
website www.primis.co.uk and following the links for Customer Complaints from the home page.
If we cannot resolve
your complaint to your satisfaction, you may be entitled to refer it to the Financial Ombudsman Service.
Full details can be found on its website at www.financial-ombudsman.org.uk
The Financial Ombudsman Service do not have the power to make judgements in respect of Buy-to-Let
mortgages where the mortgage was taken out predominantly for investment or business purposes. This
includes most Buy-to-Let Mortgages. Our final response to any complaint will tell you whether you have the
right to refer it to the Financial Ombudsman Service
Smooth Financial Solutions ltd are an appointed representative of Primis Mortgage Network, a trading name of First Complete. Primis 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:
- Write to: 18 Northfield Rd Welton Lincoln
- Telephone: 01522 454009
- Email: **@sm******.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: co*****************@pr****.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.
Formal Complaints
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.