Terms & Conditions
Treating customers fairly
We are committed to fostering a professional relationship with our clients. As qualified mortgage advisers, we and our staff are committed to ensuring the principles of treating customers fairly are applied to our daily business activities. Placing the needs of our clients’ first, we strive to provide the highest possible levels of customer service and hope that from the first point of contact, through to completion of business and beyond, this is apparent.
When we give advice we will:
- Only recommend a product suitable to your circumstances
- Set out in writing, in clear and concise terms our reasons for the recommendation
- Keep you informed, before, during and after the point of sale
- Manage fairly, in the interest of our clients, any conflicts which may arise
Provide you with details of our fee, along with any commission paid from the
lender in our terms of business.
It is our aim to provide you with a quality level of customer service at all times.
If you feel for any reason this hasn’t been achieved, let us know and we’ll investigate your complaint as quickly, efficiently and fairly as possible. To enable us to do so, please provide the following details and send them to our address below:
- Your name and address
- Your case reference number, this is a 5-digit number which can be found on correspondence from us
- Your preferred contact telephone number
- Details of your complaints or concerns
A complaint made to us will be acknowledged and investigated by: Directors Des Mace or Max Mace.
A complaint may be communicated to us by letter, telephone, e-mail or in person but our formal response to a complaint will always be sent by letter.
Address this to:
Des Mace NM Finance Limited Portal House Alkmaar Way Norwich NR6 6BF
What happens next
Straightforward complaints, with a quick and easy solution, may be capable of being resolved immediately or by the close of the business day. If this is the case we will send a summary resolution communication. If we can’t resolve your complaint by close of the third business working day, we will send you a written acknowledgement and this will form the start of our formal complaints process.
Acknowledgement of receipt of a complaint
Our written acknowledgement will be sent within five business days of receiving your complaint it will:
- Tell you the name of the individual handling it
- If we are able to provide a full and final response immediately, this will be contained in the same letter as our acknowledgment
- If we do not feel your complaint is justified, we will give you full reasons for rejecting it
- Any response to your complaint (other than just as acknowledgement or receipt) will tell you how to pursue your complaint if you remain dissatisfied
Final or holding response within four weeks
If we have completed our investigation into your complaint, we will send you a full and final response to it within four weeks of the date we received your complaint or, if that is not possible, we will send you a holding response which will explain why we are not yet in a position to resolve the complaint and indicate when we expect to be able to send you a further response (which must be within eight weeks of the date we received your complaint).
Final or further holding response within eight weeks
If we have completed our investigation into your complaint, we will send you a full and final response to it within eight weeks of the date we received your complaint Or, if that is still not possible, we will send you a further holding response which will explain why we are not yet in a position and indicate when we expect to be able to send you a final response.
If you aren’t happy with our final response
We must inform you at this stage that, if dissatisfied, you may have the right to refer the complaint to the Financial Ombudsman Service (FOS) and we will send you a copy of the FOS explanatory leaflet (Your Complaint and the Ombudsman). More information can be found at www.financialombudsman.org.uk
Alternatively, you can contact them as follows:
Telephone: 0800 023 4 567 or 0300 123 9 123
Post: The Financial Ombudsman Service Exchange Tower London E14 9SR
The Online Dispute Resolution Platform
We conduct business nationwide and generally our communication with clients is by telephone call and email correspondence. Under EU rules; The Alternative Dispute Resolution Regulations, where a trader provides goods or services by electronic means, their website must display a link to the Online Dispute Resolution platform. This website provides both the consumer and trader with the possibility for an alternative platform to try to resolve disputes out of court. We have provided a link to access the site here.