How to Make a Complaint
At ICS Mortgages we always strive to offer the highest levels of support to our mortgage customers.
If for whatever reason you feel disappointed with our level of support or service, we want you to let us know. It is our policy to ensure that complaints are dealt with promptly and pro-actively with a view to finding a suitable resolution, to the satisfaction of our customers, as early as possible.
What should you do if you have a complaint?
There are a number of ways to contact us with a complaint:
If you decide to make a complaint in writing, please state your mortgage account number and your phone number so we can contact you directly.
What is the process?
Within 5 business days of receiving your complaint, we will confirm that we have received it and that it is being investigated.
All issues you raise will be fully investigated and we will be in touch with a solution or an explanation within 20 business days. However, if we need more time to investigate your complaint we will let you know and keep you up to date on our progress.
What can you do if you are not satisfied?
We make every effort to investigate all complaints and reach a satisfactory outcome with our customers, but if you are not satisfied with the way your complaint is handled you can refer the matter to the Financial Services Ombudsman. This is an independent office that investigates unresolved complaints against Financial Institutions.