COMPLAINTS PROCEDURE

What to Do When We Don’t Get It Right

We’re committed to delivering exceptional customer service at all times. However, if your experience does not meet your expectations, it’s crucial for us to understand why so we can improve. Your feedback is instrumental in helping us enhance our services and ensure we meet your needs more effectively in the future.

If you’re dissatisfied with any aspect of our service, we encourage you to reach out to us. You can contact our customer support team in the following ways:

• Email: Send us an email detailing your concerns. We aim to respond promptly and thoroughly.
• Telephone: Prefer to speak directly with a team member? Call us—we’re available to address your feedback immediately.
• Letter: Write to us at our postal address. We welcome written feedback and promise to consider it carefully.

Contact Details

Complaints Officer
Compliance Department
Ifthikar Mohamed
4 Imperial Place, Maxwell Road, Borehamwood, England, WD6 1JN
Email: help@wismortgages.co.uk

Our full complaints handling procedures document is available on request.

What Happens Next

We’ll always try to resolve your complaint as quickly as possible. If we can’t resolve it immediately, we’ll independently investigate the issues and keep you updated.

• After 5 working days, if unresolved, we’ll contact you with an update or formal acknowledgement.
• We’ll keep you informed of our progress throughout the process.

Our Commitment Within 8 Weeks

Within 8 weeks of receiving your complaint, we will send you either:

• A final response detailing our investigation and outcome, along with your right to refer the matter to the Financial Ombudsman Service (FOS), including a leaflet explaining how to do so.
• Or a holding response if we’re not yet in a position to provide a final decision. This will explain the delay, include the reasons, indicate when we expect to resolve the matter, and remind you of your right to contact the FOS.

If You’re Still Unhappy

Should you remain dissatisfied with our final decision or the delay, you may refer your complaint to the Financial Ombudsman Service at the following address: