Complaints
When something
needs putting right.
If you are unhappy with our service, please tell us. We want to understand what happened, investigate it fairly and explain the outcome.
Contact us first
Please send the details of your complaint to Flagship Mortgages Limited, for the attention of Jason Lee Edward Weston. Include your name, how we can contact you, what happened and the outcome you are seeking.
Speak to us
020 8234 6180Your appointment
Phone and video appointments across the UK.
We’ll contact you to agree a suitable time.
Registered office
128 City Road, London, EC1V 2NX.
Registered address; appointments are by phone or video.
What we will do
We will acknowledge your complaint, review the information and investigate the circumstances. We may contact you for further details. We aim to resolve concerns promptly and will keep you informed of progress.
For most mortgage complaints, we have up to eight weeks to provide a final response. If we cannot provide a final response within that time, we will explain the delay and any right to refer the complaint to the Financial Ombudsman Service.
The Financial Ombudsman Service
If you are eligible and remain dissatisfied with our final response, or we have not provided one within eight weeks, you may be able to ask the Financial Ombudsman Service to review your complaint. This service is independent and free for consumers.
You will usually need to refer your complaint within six months of the date of our final response. The Ombudsman decides whether a complaint is within its jurisdiction and applicable time limits. Some unregulated activities, including certain business buy-to-let matters, may not be covered.
Other concerns
For a concern about personal information, see our privacy notice. If you believe you have been contacted by someone impersonating us, use the contact details on our FCA register entry to verify the communication.