Complaints
If something has gone wrong, tell us.
Complaints are handled under the FCA's rules, which set out both what we have to do and how quickly we have to do it. This page explains the process and the rights you hold at each stage.
Raising a complaint costs nothing and does not affect your case.
Raising it
How to make a complaint.
In writing, by post or email
Write to The Directors, 21 Allington Street, Leicester LE4 6AE, or email info@astarmortgages.uk with "Complaint" in the subject line.
Both advisers are directors of the firm, so a complaint is considered by someone with the authority to resolve it rather than routed to a department for triage.
By telephone
Call 07518 154519 during Monday to Saturday, 10am to 5pm. A complaint made by telephone is treated exactly the same way as one made in writing, and will be recorded and acknowledged in writing.
What to include
Your name and a way to contact you, the details of the mortgage or enquiry it concerns, what happened and when, and what you would like us to do about it. If you have copies of anything relevant, sending them at the outset usually shortens the investigation.
Someone complaining on your behalf
You may ask someone else to complain for you. We will need your written authority to deal with them before we can discuss your information with them.
Timescales
What happens after you complain.
These are the timescales set by the FCA's complaint-handling rules. They are maximums, not targets — most complaints are resolved well inside them.
We acknowledge it
Promptly, in writing, confirming who is handling the complaint and how to contact them. If we can resolve it quickly to your satisfaction, we may send a summary resolution communication instead.
We investigate
We review what happened against what should have happened, including any recordings and correspondence. We may come back to you for more detail. If we are still investigating after four weeks, we write to tell you why and when we expect to have an answer.
We send a final response
By the end of eight weeks from the date we received the complaint, you will have either a final response setting out our decision and our reasons, or a letter explaining why we are not yet in a position to give one and telling you about your right to go to the Financial Ombudsman Service.
You decide whether to accept it
If our answer resolves the matter, that is the end of it. If it does not, you can refer the complaint onward — and the final response will tell you exactly how.
If you are not satisfied
The Financial Ombudsman Service.
An independent service that settles complaints between consumers and financial firms. It is free to use, and using it does not prevent you from taking legal action later.
When you can go to them
Once you have received our final response, or once eight weeks have passed from the date we received your complaint without one — whichever comes first.
The time limit
You normally need to refer your complaint to the Financial Ombudsman Service within six months of the date of our final response. If you leave it longer than that, the ombudsman may not be able to consider it unless the delay was caused by exceptional circumstances.
There are also time limits running from when the event complained about happened, or from when you became aware of a problem. If you think a complaint may be old, it is worth referring it and letting the ombudsman decide rather than assuming it is out of time.
How to contact them
The Financial Ombudsman Service publishes its current address, telephone number and online complaint form at financial-ombudsman.org.uk. Our final response will also include its contact details and its explanatory leaflet.
Who is eligible
The ombudsman can consider complaints from consumers and from smaller businesses, charities and trusts within the size limits it publishes. It cannot consider complaints from larger businesses.
Compensation
The Financial Services Compensation Scheme.
What it covers
The FSCS may be able to pay compensation if a firm is unable to meet its obligations — for example if it has ceased trading. Advising on and arranging home finance is covered, up to the limit that applies to that activity.
Further information is available from the FSCS at fscs.org.uk. Cover depends on the type of business and the circumstances of the claim.
Keep reading
Related pages.
Next step
Something not right?
You can also raise it through the contact form. Say clearly that it is a complaint, and it will be treated as one from the moment it arrives.
- No credit check
- No cost
- No commitment