Complaints

Complaints Procedure

We would like to think our service is such that you would never have a need to complain or feel unhappy; but should you not be satisfied with the service you are receiving at any point, please speak to us in the first instance so we can swiftly resolve any issues you are experiencing. The first point of contact should be your Yellow Brick Mortgages Mortgage & Protection Consultant and then contacting our directors at complaints@ybmortgages.co.uk where one of our Managing Directors can look into the matter for you. However if we cannot fix this within 24 hours and you wish to make a formal complaint please follow the below process:

You can speak to the Openwork Complaints Management team who can be contacted on 0370 608 2550 (All calls will be recorded for training and monitoring purposes). Their lines are open from 9.00 am to 5.00 pm Monday to Friday.

You can also contact them in writing, or by fax or email at:

Complaints Management
Openwork
Washington House
Lydiard Fields
Swindon
SN5 8UB

Email: clientcomplaints@openwork.uk.com
Fax: 01793 474700

They will reply promptly to your letter and explain how they will be investigating your complaint. They aim to resolve your complaint as soon as possible, however some issues may take a while and they will keep you updated with progress by writing to you after 4 weeks if they havenít been able to resolve it. There is no charge for this service.

They aim to resolve most complaints within 8 weeks, but if they canít they will let you know why and explain how much longer they think it will take. At this stage, if you are not happy you can refer your complaint to the Financial Ombudsman Service.

You can also refer your complaint to the Financial Ombudsman Service if Openwork donít resolve the matter to your satisfaction. The Financial Ombudsman Service can help resolve disputes between firms and their customers, theyíre entirely independent, and the service is free.

Ask us for a leaflet or contact the Financial Ombudsman Service at:

The Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
London
E14 9SR

Phone: 08000 234 567 or 0300 123 9123
Email: enquiries@financial-ombudsman.org.uk

Website: www.financial-ombudsman.org.uk

FCA registration number: 408285