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Complaints Procedure

We pride ourselves on offering a service that is second to none and we aim to process your mortgage professionally, confidentially and in the shortest time possible. In the event that you are unhappy with any aspect of our service, please let us know as soon as possible and a senior member of staff will help to resolve your concerns. We have a formal complaints procedure to ensure your complaint is handled fairly and quickly.

The internal complaints handling procedure for Imagine Finance is in accordance with the Financial Conduct Authority guidelines, and is as follows:

  1. Within four weeks of receiving the complaint, we will send you either:
    • A Final Response Letter, where we believe we have fully addressed your complaint. We will tell you that you may refer the complaint to the Financial Ombudsman Service (FOS) if you are dissatisfied with the Final Response and that you must do so within six months of the date of the final response. It will also include a copy of the FOS explanatory leaflet.
    • A Holding Response. If a Holding Response is sent, it will explain why we are not yet in a position to resolve the complaint and indicate when we will make further contact. This must be within eight weeks of receiving the complaint.
  2. Within a maximum of eight weeks after receiving the complaint we will send you either:
    • A Final Response Letter, where we believe we have fully addressed your complaint. We will tell you that you may refer the complaint to the Financial Ombudsman Service (FOS) if you are dissatisfied with the Final Response and that you must do so within six months of the date of the final response. It will also include a copy of the FOS explanatory leaflet.
    • A Response Letter which:
      • Explains that we are still not in a position to make a final response, give reasons why not and indicate when we expect to be able to give a final response.
      • Inform you that you may refer your complaint to the FOS if you are dissatisfied with the delay and provide you with a copy of the FOS explanatory leaflet.