Complaints

We always aim to provide the highest standard of service. If something has not met your expectations, we want to hear about it and put it right. This page explains how to raise a complaint and how it will be handled.

1. How to make a complaint

If you wish to complain about any advice or service you have received, you can contact us directly using the details at the bottom of this page. Complaints about our advisers are investigated by our principal firm, In Partnership, and you may also contact them directly:

In Partnership is the trading name of The On-Line Partnership Limited (company no. 03926063) and The Whitechurch Network Limited (company no. 03663042), both of which are authorised and regulated by the Financial Conduct Authority.

2. Treating customers fairly

One of the statutory objectives of the Financial Conduct Authority is that firms treat their customers fairly and place no barrier in the way of a customer wishing to complain. Our complaint handling is designed to meet these rules and expectations. You can choose at any point during the investigation of your complaint to exercise your right to refer the matter to the Financial Ombudsman Service.

3. What is a complaint

A complaint is any oral or written expression of dissatisfaction about the services or advice provided by us or our appointed representative to a client. In Partnership is responsible for investigating complaints made against its advisers and appointed representatives, and is committed to doing so fairly and impartially in line with the FCA's principles on treating customers fairly.

4. How your complaint is handled

Acknowledgement

As soon as a complaint is received, it is formally recorded and acknowledged in writing no later than five working days from the date of receipt. The acknowledgement confirms our understanding of your complaint and gives you the contact details of the person handling the investigation. Where needed, a letter of authority and a contact details form may be enclosed so that information can be obtained from third parties.

Keeping you informed

We are committed to keeping you informed about the progress of the investigation on an ongoing basis, and you may request an update at any time.

Four-week stage

If we are unable to resolve your complaint within four weeks, we will write to you to confirm this and explain the reasons for the delay.

Eight-week stage

If we are still unable to resolve your complaint within eight weeks, we will write to confirm this, explain the reasons for the delay, and remind you of your right to refer the complaint to the Financial Ombudsman Service, with details of how to do so.

If we are not responsible

If we find that your complaint should be handled by another organisation, we will let you know, explain where it can be investigated, and forward the complaint to the organisation we believe to be responsible so that they can contact you directly.

5. Final response and redress

Once our investigation is complete, we will write to you with a full explanation of our findings and how we reached our conclusion. Where we find you had cause to complain, we will set out the action we propose to put things right and ask you to confirm whether you accept or reject the offer. We aim to issue any settlement within five days of receiving your signed acceptance, and will let you know in advance if this is likely to take longer. At every stage, we will remind you of your right to refer the matter to the Financial Ombudsman Service.

6. Financial Ombudsman Service

If you are not satisfied with our final response, or your complaint has not been resolved within eight weeks, you have the right to refer it to the Financial Ombudsman Service. Their service is free and impartial.

Opening hours: Monday to Friday 8am to 5pm, and Saturday 9am to 1pm. If you need a larger-print copy of this information, please contact us and we will arrange one.

7. Contact details

To raise a complaint with us directly, please get in touch:

• Aimee Garraway Independent Mortgage Solutions Ltd
• 9 Juniper Drive, Rainworth, Nottinghamshire, NG21 0WA
• Email: hello@aimmortgages.co.uk
• Telephone: 07496 377574