Your Rights
How to complain, what happens next, and how to take it further if you are not satisfied.
Our commitment to you
We always aim to give you the best possible service. If at any point you feel we have fallen short, we want to hear about it. Telling us costs you nothing, it will not affect the service you receive, and it is usually the quickest way to put things right.
How to raise a complaint
Please come to us first. 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.
Homeway Mortgages Ltd is an Appointed Representative of Mortgage Advice Bureau (Derby) Limited, so complaints about regulated advice are handled under Mortgage Advice Bureau's complaints procedure and the Financial Conduct Authority's rules. You can also raise your complaint with Mortgage Advice Bureau directly: write to the Complaints Department, Mortgage Advice Bureau Limited, Capital House, Pride Place, Derby DE24 8QR, email complaints@mab.org.uk, or call 01332 200020. A copy of the complaints procedure is available on request.
What happens next
- We will acknowledge your complaint promptly — normally within three business days of receiving it.
- If we can resolve it by the close of the third business day, we will write to you with a summary resolution communication rather than open a longer investigation.
- Where more time is needed, 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 of the date you complained.
If you are still not satisfied
If you are unhappy with our final response — or eight weeks have passed since you complained and you have not received one — you can ask the Financial Ombudsman Service to look at your complaint independently. The service is free to use, and using it does not affect your legal rights.
You must refer your complaint to the Financial Ombudsman Service within six months of the date of our final response letter.
Time limits and what the Ombudsman can consider
The Financial Ombudsman Service will normally only consider a complaint once you have given us the chance to resolve it first. Time limits also apply: in most cases the events you are complaining about must have happened within the last six years, or you must complain within three years of the point when you knew, or reasonably ought to have known, that you had cause to complain.
Not every complaint falls within the Ombudsman's jurisdiction — some types of business, such as Buy to Let mortgages, may fall outside it. The Financial Ombudsman Service will confirm whether it is able to consider your case.
Contacting the Financial Ombudsman Service
Visit financial-ombudsman.org.uk, call 0800 023 4567 or 0300 123 9123, email complaint.info@financial-ombudsman.org.uk, or write to the Financial Ombudsman Service, Exchange Tower, Harbour Exchange, London E14 9SR.
Our complaints procedure sets out the same process in short.
If you have any questions about this page, contact us at info@homewaymortgages.co.uk or 0742 876 6661.
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