Complaints Policy
Our Promise
At Mcintosh Mortgages & Associates Ltd, every client matters to us. We are committed to treating you fairly and with respect at all times. As an appointed representative of BSL Financial Services Limited (authorised and regulated by the Financial Conduct Authority, FRN: 816566), you have the right to raise a complaint whenever you feel dissatisfied. We do not place any obstacles in the way of complaints being made, and you are free to contact our directors or compliance manager directly.
Making a Complaint
If you wish to raise a concern, you can do so by contacting our principal firm, BSL Financial Services Limited, using any of the following options:
By post: 75 King William Street, London, EC4N 7BE
By telephone: 020 8314 5658
By email: info@bslfinancials.com
In certain circumstances, BSL Financial Services Limited may be unable to review your complaint, but they will let you know if this applies to your situation.
Informal Resolution
If you are unhappy with our service or the advice you have received, BSL Financial Services Limited will first try to settle the issue quickly and informally, provided you are comfortable with this approach. Where a complaint can be resolved within three working days of receipt, you will receive confirmation of the outcome along with details of your right to contact the Financial Ombudsman Service (FOS).
Formal Process
If a swift resolution is not possible, or if you prefer a more structured process, your case will be handled under BSL Financial Services Limited’s formal complaints procedure. This ensures your concerns are reviewed thoroughly and fairly.
Acknowledgement
Once your complaint has been received, BSL Financial Services Limited will be in touch to confirm the details, clarify the reasons for your dissatisfaction, and discuss any steps that might limit further loss. You will also be given the contact details of the person responsible for investigating your case, followed by a written acknowledgement.
Investigation
The investigating officer will examine the relevant records and speak to the individuals involved. In some cases, they may need to liaise with third parties such as lenders or solicitors, which can extend the process. Your permission may be required for this, and you will be kept updated throughout.
Response
After completing their review, BSL Financial Services Limited will issue a final response letter explaining their findings and whether any redress is appropriate. They aim to complete investigations as quickly as possible. If the review cannot be finalised within eight weeks of receiving your complaint (or of it being passed to them by a third party), you will be sent an interim update explaining the delay.
Financial Ombudsman Service
If you remain dissatisfied once BSL Financial Services Limited has issued their final response, you may be entitled to refer your complaint to the Financial Ombudsman Service. This applies to matters relating to regulated products such as residential mortgages, Consumer Buy-to-Let, and personal protection policies. Commercial and other Buy-to-Let mortgages are usually outside the Ombudsman’s scope, but you will be informed if this is the case.
You can contact the Financial Ombudsman Service as follows:
Online: www.financial-ombudsman.org.uk
Post: Exchange Tower, Harbour Exchange, London, E14 9SR
Email: complaint.info@financial-ombudsman.org.uk
Additional Information
The Financial Conduct Authority has set out specific rules on how complaints must be handled. Our procedure follows these requirements in full. Further details can be found at www.fca.org.uk or by emailing consumer.queries@fca.org.uk