How we approach your complaint

Each of our customers is important to us and we believe you have the right to a fair and courteous service. Greenacre Financial Services is regulated by the FCA, so you are entitled to register a complaint at any time. We never impose barriers to you doing so and you can speak directly to our directors or compliance manager.

Should you wish to register a complaint, you may do so by contacting our principal firm, JLM Mortgage Network Ltd. in the following ways:

• In writing: Compliance Dept. JLM Mortgage Network Ltd, 21a Churchyard, Hitchin, Hertfordshire, SG5 1HP
• By phone: 01462 455655
• By email: compliance@jlmms.co.uk.

There are some complaints we cannot consider but JLM will explain to you if this is case.

If you’re dissatisfied with our service, or the advice you receive, JLM will initially attempt to resolve the matter informally, if you are happy for them to. If JLM can resolve the matter within 3 business days following receipt, they will send you confirmation of this. JLM will also let you know about the Financial Ombudsman Service (FOS) at this time.

If JLM are unable to resolve the matter quickly, to your satisfaction, or you would prefer a formal process, then they have a detailed complaint handling process to ensure they are able to investigate and respond to your complaint thoroughly and fairly. This is process is summarised further below.

Initial Acknowledgement

On receiving details of a complaint JLM will contact the complainant to attempt to establish the full details surrounding the complaint including the people involved, the cause of dissatisfaction and any actions that can be taken to minimise the loss.

JLM will provide details of the investigating officer and how they can be contacted. This will be followed up with a written acknowledgement.

Investigating Complaints

JLM will review records and discuss your concerns with all those involved. Sometimes they have to liaise with third parties like lenders or solicitors which can require more time and they may need your authority to do so. JLM will keep you updated throughout.

Responding to your concerns

Having assessed the complaint fully and determined the extent to which any financial compensation is due JLM will send a final response letter to the complainant.

JLM will apply their best endeavours to ensure that the investigation and assessment of a complaint is completed as soon as possible. If the investigation cannot be completed within 8 weeks from the date of the complaint by the complainant or the complaint being forwarded to them by a third party, JLM will send an interim response to the complainant to explain.

If you feel JLM do not handle your complaint fairly, then you may be able to refer to an independent adjudicator, the Financial Ombudsman Service (FOS) if the matter is concerning residential mortgages, Consumer Buy-to-Let and personal protection policies as these are regulated by the Financial Conduct Authority (FCA). The same is not normally true for other Buy-to-Let or commercial mortgages but we’ll let you know if this is the case.

Visit the website and fill out the online form www.financial-ombudsman.org.uk

Write to Exchange Tower, Harbour Exchange, London E14 9SR

Email: complaint.info@financial-ombudsman.org.uk

We are authorised and regulated by the Financial Conduct Authority (FCA), who have set out specific rules for the handling of complaints. Our procedure is compliant with the FCA rules but if you wish to obtain further information please visit http://www.fca.org.uk or email consumer.queries@fca.org.uk.