Make a complaint
We’re sorry if you’re here because we haven’t got things right.
Telling us what’s gone wrong gives us the chance to fix things for you and to improve our service for all customers.
We aim to deal with complaints as quickly as possible whilst making sure that we treat customers fairly.
How we handle complaints
The information below explains the key steps involved.
For more information about complaints, please see the sections below.
To help us deal with your complaint as quickly as possible, we’ll need to know a few key details:
- Your name and address
- Your mortgage account number
- Your contact details and any preferred contact times
- A clear description of the complaint and how this has affected you
- Details of what you would like us to do to put things right
If they are relevant to your complaint, you can also provide copies of any letters and documents we’ve sent you, and/or details of any phone calls made between us.
If you’re not happy with our final response to your complaint, or if we’ve confirmed that our response is going to take longer than eight weeks, you can refer your complaint to the Financial Ombudsman Service (FOS). This is a free and independent service to help customers resolve problems with financial services companies.
You can refer your complaint to the FOS at any time. However, they will normally only investigate this where we’ve first been given an opportunity to try to resolve your complaint ourselves.
Phone – call: 0800 0234 567 or 0300 123 9 123
Email – send to: email@example.com
Post – write to:
The Financial Ombudsman Service
You can visit the FOS website at www.financial-ombudsman.org.uk
If you made a complaint about your mortgage to NRAM and were not sent a final resolution letter from them before your account was transferred to Hessonite Mortgages, we’re now responsible for picking this up.
Any further letters or communications about your complaint will now come from us.
You can contact us at any point to talk about your complaint, using the reference number you were initially provided with.
The Financial Conduct Authority (FCA) requires that all firms must publish a summary of their complaints data if they receive more than 500 complaints in a six-month period.
To meet this obligation, you can see the latest summary of reportable complaints received by Topaz Finance Limited here.
Please note, this page contains links to external websites. We are not responsible for the content of external websites.