Whilst we are committed to providing a quality service, we acknowledge that on occasions things can go wrong.
In the first instance, speak to the representative that you dealt with. If, however, you remain dissatisfied, we have a dedicated team who will ensure your complaint is investigated fully.
If you wish to complain about the advice or service you have received from us, you can contact us via the complaints form at the bottom of the page or at:
Alternatively, if you have arranged your mortgage over the telephone (rather than face-to-face) and you wish to complain about the advice or service you received, you can use the Online Dispute Resolution website to make a complaint, which will be forwarded to our Customer Relations Department and the Financial Ombudsman Service (our dispute resolution body).
In order to help us resolve your complaint as quickly and efficiently as possible, we will need the following information:
We will aim to contact you to try and resolve your complaint on the day that we receive it, but if we need to make further enquiries, we will:
In these circumstances, we aim to resolve your complaint as quickly as we can. However, if we are unable to do this within 8 weeks, we will write explaining what is happening and when we expect to have an answer.
If we cannot resolve your complaint to your satisfaction, you may be able to refer the matter to the Financial Ombudsman Service that was set up by the Financial Conduct Authority to review certain unresolved complaints. When we respond to your complaint, we will let you know if you are eligible to refer your complaint to the Financial Ombudsman Service.
Address: Financial Ombudsman Service, Exchange Tower, Harbour Exchange, London, E14 9SR
Telephone: 0800 023 4567
You can download a copy of Countrywide’s Six-monthly Complaints Publication Report (PDF).