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Your Rights

Our number one priority is to provide customers with the highest level of service. However, we know that sometimes things can go wrong. Customer feedback helps us understand where things have gone wrong and gives us the opportunity to put them right. It also helps us understand where we need to improve our products and services.

If you have a complaint about your Adviser or the service you received please contact us.

Post: Resolutions Department (Complaints), Mortgage Advice Bureau Limited, Capital House, Pride Place, Derby, DE24 8QR.

Email: [email protected]

Phone: 01332 200020  We may record and monitor calls.

If your complaint cannot be resolved straightaway we will:

– Acknowledge receipt in writing, confirming our understanding of your complaint, who will be handling it and giving you the opportunity to provide any further information or documents

 

The Financial Ombudsman Service

If you’re dissatisfied with our response, you can ask the Financial Ombudsman Service for an independent review free of charge, but you must do so within six months of the date of MAB’s final response letter.

The Financial Ombudsman Service (FOS) will only consider your complaint once you’ve tried to resolve it with us, so please take up your concerns with us first and we’ll do all we can to help. We do our best to resolve complaints and only around 15% of cases are referred to the FOS for an adjudication.

The FOS is also only able to consider certain categories of complaint, for example complaints about Buy to Let mortgages, which are not regulated by the Financial Conduct Authority will normally be outside the jurisdiction of the FOS.

In addition, the FOS might not be able to consider your complaint if:

– What you’re complaining about happened more than six years ago, and

– You’re complaining more than three years after you realised (or should have realised) that there was a problem. If your complaint was made outside of these time limits, which is a matter for The Ombudsman to decide, The Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if it believes that the delay was as a result of exceptional circumstances.

Further information on the services provided by the Financial Ombudsman Service can be found on their website: http://www.financial-ombudsman.org.uk or alternatively,

Post: The Financial Ombudsman Service, Exchange Tower, London. E14 9S

Phone: 0800 023 4567 or 0300 123 9123

Email: [email protected]

Alternative Dispute Resolution (ADR) Directive Alternative Dispute Resolution (ADR) Directive. The ADR directive is European law, which means alternative ways of resolving contractual disputes between consumers and businesses are available. The Financial Ombudsman Service (FOS) is the ADR provider for Financial Services in the UK and will provide a complaint handling service under the ADR Directive in addition to its role as an Ombudsman Service.

Mortgage Advice Bureau has decided to continue dealing with customer’s complaints when they are received rather than pass responsibility to the FOS under the ADR Directive. This does not affect customers’ statutory rights of referral to the FOS as outlined above.

Online Dispute Resolution Platform (ODR). Complaints about Financial Services firms may also be sent to the Online Dispute Resolution website; http://ec.europa.eu/consumers/odr.

Any complaints received via the ODR, will be forwarded to the FOS and then to MAB. Complaints received by this method will be treated in the same way as those received through existing means.

Cheshire Mortgage Group Services

Mortgages

Mortgages

We can search thousands of mortgages from over 90 UK lenders

  • Mortgages
  • First Time Buyer
  • Remortgage
  • Moving Home
  • Buy to Let
  • Affordable Housing
  • Help to Bu
Protection

Protection

Speak to us for the following

  • Life Insurance
  • Critical Illness Cover
  • Home & Landlords Insurance
  • Income protection
  • Family Income Benefit
  • Accident, sickness and redundancy cover
Referrals

Referrals

Please contact us if you want to know more about referring mortgage & protection business to us.

We currently deal with:

  • Estate agents
  • Solicitors
  • Brokers
  • Accountants
  • Wealth managers
  • Surveyors
  • IFA’s
Your home may be repossessed if you do not keep up repayments on your mortgage.
There may be a fee for mortgage advice. The actual amount you pay will depend upon your circumstances.
The fee is up to 1% but a typical fee is 0.3% of the amount borrowed.
For insurance business we offer products from a choice of insurers.

Client Reviews

"Karen and Dawn were brilliant! My partner and I would have not been able to complete on our flat without their help, continuously chasing the lender and going that extra mile.

Also, whenever we contacted them they would reply within a couple a couple of hours or less which is hard to find in this industry. Cannot reccomend Cheshire Mortgage Group enough... saved us a lot of money and time.

Thank you *****"

Jordan Allcock

"Cannot recommend Karen and the team enough, absolute bunch of superstars! Easy to deal with, quick, efficient, professional. Got a great deal and all the hard work was done for me. Just completely brilliant from start to finish - to say I'm delighted would be a huge understatement! The only person I would recommend and I will be telling everyone! Thank you guys xx"

Katrina Ellerton

"Lisa did a fantastic job with our re mortgage, she gave great advice and worked fast to our deadline, always available for help along the way."

Claire Partington

"Top notch service from Karen and Dawn. They know what they’re doing, clearly explain all the facts and figures and put you at ease. They were always happy and quick to answer any queries I had, no matter how silly, and I can’t recommend them enough. Professional, knowledgeable and great to deal with."

Cassie Leigh Shuttleworth

"My first time buyer mortgage was sorted by this fantastic group, couldn't be more grateful for them. They were there every step of the way. thank you Karen and Dawn"

Emma Jayne Stubbs

Map - Cheshire Mortgage Group