How to complain to : -
pure
financial decisions
Independent Mortgage Advice made simple
We try to make your experience with us as simple as we can, and really value your opinions on where we can improve our service to customers. Despite our best efforts to look after our customers, occasionally things can go wrong.
Telling us about it gives us the chance to evolve our processes and more importantly a chance to address your concerns .
I want to give feedback
If you’d like to provide us any feedback on your recent experiences, please email us at enquiries@pfdl.co.uk.
Please provide your contact details as this will help us get hold of you if we need to discuss your comments, especially if we need more information.
Please exclude any sensitive information such as security details.
I need extra help
If you have an enquiry or application in progress and need urgent help or extra support, please email us at enquiries@pfdl.co.uk.
Please include your contact number so we can get back to you by phone as we may need more information.
We'll be in touch as soon as we can within business hours to help resolve your questions or concerns.
Please exclude any sensitive information in your email.
I want to complain
If you want to take things further and complain, please tell us.
We take all complaints seriously and work hard to resolve them as soon as possible.
If you’d like to register a complaint, you can do so in the following ways:
In writing: Pure Financial Limited (Complaints Dept.), 65 Northgate, Newark. Nottinghamshire. NG24 1HD.
By email: enquiries@pfdl.co.uk
By phone: 0330 043 0525
Considering using a Claims Management Company?
We'll treat your complaint in exactly the same way whether we receive the complaint directly from you or from a Claims Management Company (CMC). There is no need to use a CMC, it is common for them to charge you and upfront fee or take a proportion of any compensation you may be due. By coming directly to us you'll not be disadvantaged and not have any fees to pay either upfront or share any part of any compensation if it were awarded.
Our Complaints Process
1. What you need to Provide We need as much information as possible when you make a complaint. This will help us to understand the issue and resolve it quickly. Please include: * your name and address or the reference number corresponding to your enquiry * a full description of your complaint and how it has disadvantaged you. * when the problem occurred * a contact number and email address (or other preferred method of contact) and a convenient time to contact you in the event we need any further information from you. Why do you need to provide above information? We need to fully understand what needs to be investigated. This will mean that we get the best person to handle your complaint, so they can investigate and fix the situation as soon as possible. We want to get you back into the position you would have been in had the issue not occurred.
2. How we deal with your complaint Stage 1: Initial Assessment We'll record your complaint and do everything we can to resolve it quickly. If we can resolve your complaint 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. For more complex issues, we may need more time to investigate your concerns. If this is the case: We'll send you an acknowledgement letter outlining the next steps and when you can expect to hear from us. We'll provide you with a contact point if you need to speak to us. If you’ve complained by telephone, (and we’re unable to resolve your complaint immediately), we’ll outline our understanding of your complaint in this communication to ensure that we truly understand where things have gone wrong. If our understanding is incomplete, please let us know. Stage 2: Time to fully assess your complaint. We will try and engage with you in a positive and constructive manner when dealing with any complaints. We may require further clarification on certain points, we’ll call you to ensure we get as fuller picture as possible. If we need a bit more time, we'll make sure we keep you up to date with what's happening. How long does the process take? We aim to resolve all complaints as quickly as possible and specific timescales apply to certain types of complaints. Whilst we have 56 days to resolve your complaint, we’ll send you our final response as soon as we’ve completed our investigation. Our over-riding priority is customer services and therefore, we want to resolve any issues you’re experiencing as soon as we can. Where investigations take longer, we may also keep you informed in writing along the way so you’ll know when to expect to hear from us. If we haven’t been able to finalise our investigation within 56 days we’ll send you a letter letting you know why and what your options are. These will include letting you know you can go to the Financial Ombudsman if you’d prefer not to wait until we’ve finalised our investigation.
3. Our findings Once we have fully investigated your complaint, we’ll send you our final response detailing our findings and our decision. Following our thorough investigation, it’s our hope that you’ll be in agreement with our decision. However, we fully understand that even though we will do everything in our power to make things right, you may still be unhappy with our efforts. Should this be the case then you have the right to refer your complaint to the Financial Ombudsman Service.
4. The Financial Ombudsman Service Pure Financial Limited are covered by the Financial Ombudsman Service (FOS), so if you're not happy with our final response, you can ask them to review your complaint. They offer a completely independent review of your complaint when we have been unable to resolve it between ourselves. We recommend you contact the FOS directly, as this will save you time. Their website also has an online form: http://www.financial-ombudsman.org.uk/consumer/complaints.htm To contact the Financial Ombudsman Service: Call free on 0800 023 4567 Visit the website and fill out the online form Write to Exchange Tower, Harbour Exchange, London E14 9SR Email: complaint.info@financial-ombudsman.org.uk Although you can refer your complaint to the FOS at any time, they'll ask for our permission to investigate complaints where: You haven't complained to us first, to give us the chance to put things right. You have complained to us, but we haven’t given you our Final Response yet and we’re still within our timescales. You'll need to contact them within six months of the date of our summary resolution communication or final response letter. Please be aware that some complaints are not eligible to be referred to the Financial Ombudsman Service (for example – enquiries relating to Buy to Let mortgages) and where this is the case, we will inform you of this when we send you our final response.