Complaints
We aim to give you the best service. If something goes wrong, here's how to tell us.
This is a starting template. Please have it reviewed and completed by the business / a solicitor before go-live, and confirm it reflects Homeway Mortgages Ltd's actual practices and Mortgage Advice Bureau's requirements.
How to complain
If you are unhappy with any aspect of our service, please contact us so we can put things right. You can call us on 0742 876 6661, email info@homewaymortgages.co.uk, or write to us at Camburgh House, 27 New Dover Road, Canterbury, Kent, CT1 3DN. There is no charge for making a complaint, and complaining will not affect the service you receive.
What happens next
As an Appointed Representative of Mortgage Advice Bureau (Derby) Limited, complaints about regulated advice are handled under Mortgage Advice Bureau's complaints procedure and FCA rules — a copy of the procedure is available on request. Homeway Mortgages Ltd is entered on the Financial Services Register under reference 1050435.
- We will acknowledge your complaint promptly — normally within three business days of receiving it.
- We will investigate and keep you informed of progress.
- You will receive a final response as soon as possible, and at the latest within eight weeks.
The Financial Ombudsman Service
If you are not satisfied with our final response — or more than eight weeks have passed since you complained and you have not yet received one — you can refer your complaint to the Financial Ombudsman Service. The service is free and independent, and you must refer within six months of our final response.
Visit financial-ombudsman.org.uk, call 0800 023 4567 or 0300 123 9123, or write to Financial Ombudsman Service, Exchange Tower, Harbour Exchange, London E14 9SR.
If you have any questions about this page, contact us at info@homewaymortgages.co.uk or 0742 876 6661.
Need to speak to someone?
Ring us and you'll get a person who will take the details and look into it, within the timescales set out above.
