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

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

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, in the following ways:

In writing: Compliance Dept. JLM Mortgage Network, 21a Churchyard, Hitchin, Hertfordshire, SG5 1HP

By phone: 01462 455655

By email:


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

Receiving your complaint

If we cannot resolve your complaint informally, within 3 business days following the day we received it, then we’ll write to you to let you know. If you gave your complaint verbally, then we’ll also confirm our understanding of your concerns and request you to correct any misunderstandings.


We’ll review our records and discuss your concerns with all those involved. Sometimes we have to liaise with third parties like lenders or solicitors which can require more time and we may need your authority to do so. We’ll also keep you updated throughout.

Responding to your concerns

We’ll provide you with a full written response within eight weeks. If we do not agree then we’ll explain why, but if we recognise we’ve failed you then we’ll explain how we plan to improve. We’ll also confirm whether you can refer to the Financial Ombudsman Service.

Should you have cause to complain, and you are not satisfied with our response to your complaint, you may be able to refer it to the Financial Ombudsman Service which can be contacted as follows:

If you feel we 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.

You can contact the Financial Ombudsman Service in the following way;


Visit the website and fill out the online form

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



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 or email

Get in Touch
Hannah D
Hannah D
07:42 09 Sep 19
I would fully recommend Greg and Greenacre Financial Services. As a first time buyer I was daunted by the process of... finding the right mortgage for me however Greg made the process really simple, clear and quick. He was always available to answer any questions and happy to explain everything. I wouldn’t hesitate in recommending Greenacre FS to my friends and more
Jessica Cohen
Jessica Cohen
19:33 26 Aug 19
We first met with Greg in May for advice as we had adverse credit and irregular pay and didn't think a mortgage was in... our reach. Less than two weeks later Greg had fully arranged a great deal for us on our first mortgage. He was available whenever we needed him, 7 days a week and in the evenings. We cannot thank Greg enough for helping us buy our first home!read more
Seren Fletcher
Seren Fletcher
08:56 24 Aug 19
Would highly recommend Greg and Greenacre Financial Services. Was extremely professional and helpful. Our mortgage... wasn’t straight forward due to my husband being self employed but Greg was very knowledgable and managed to find us a really good mortgage. Looking forward to working with him again in the futureread more
13:24 23 Aug 19
Graham at Greenacre was excellent in helping me get a mortgage for my house purchase. He was always available when... needed, provided an efficient service and was very knowledgeable. Highly recommended!read more
Ian Hatter
Ian Hatter
11:07 16 Aug 19
What can I say, Greg has been absolutely amazing in sorting out a mortgage for me I never thought was possible. It has... meant I have been able to buy a house, a few months ago, I would never have dreamed of being able to buy after talking to high street lenders. He worked exceptionally hard and always kept me updated with every step of the process. Buying a house is extremely stressful, but Greg took all that stress away from me. I cannot recommend Greg enough to anyone looking to buy a property. Thank you so much for your help Greg, it's greatly more
Sean Kelly
Sean Kelly
15:27 30 Jul 19
10/10 EXCEPTIONAL service and result. Highly recommend. Greg and the Greenacre Financial Services team were fast,... knowledgeable, and honest. All the qualities you want and need. Very pleased I was recommended to Greenacre. Customer for life!read more
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