Should you be dissatisfied with any aspect of the service you've received, we encourage you to voice your concerns, allowing us the opportunity to rectify the situation. With this intention, we have established the subsequent protocol for addressing complaints.

How to Contact Us...

You can make a complaint by any reasonable means including telephone, letter, or email. 

Our contact information:

Write to us - Willerby Mortgages, 180a Kingston Road, Willerby, Hull, East Yorkshire, HU10 6LX.

Call us - 01482 654786

Email us - emma@willerbymortgages.com

Alternatively, if you so choose, you can direct your complaint to PRIMIS using the provided contact information -

We will follow this procedure when:

• Your concern pertains to a straightforward issue that we can promptly and easily address; and you initially communicate it to us instead of directly to PRIMIS Mortgage Network.

We will examine your grievance and strive to resolve it within three business days from the time we receive it. If you find our proposed solution acceptable, we will furnish you with written confirmation of our investigation.

Should you be unable to confirm acceptance by the conclusion of the third working day (for instance, due to dissatisfaction with our suggested response or your unavailability for discussion), the matter will be referred to PRIMIS Mortgage Network. They will subsequently handle it following the guidelines of the Formal Complaint process

.

In cases of greater complexity or instances where swift resolution seems unlikely, we will generally refer the issue to PRIMIS immediately.

The formal procedure for complaints will be implemented when:

• We are unable to address your complaint to your contentment within three working days; or your complaint is projected to entail intricate evaluations or investigations.

• You initially forward your complaint directly to PRIMIS Mortgage Network instead of us.

• You explicitly request us to manage your complaint through this formal avenue rather than the simplified process.

Upon receiving your complaint, PRIMIS will promptly acknowledge it and conduct an equitable and unbiased investigation. Within 8 weeks, they will correspond with you to communicate the outcome of their inquiry.

In the rare event that their investigation extends beyond eight weeks from the receipt of your complaint, they will write to you, elucidating the reasons and providing an estimated timeline for their response. They will also furnish information about how to get in touch with the Financial Ombudsman Service if you remain dissatisfied with the progress.

In the event that you remain dissatisfied with the resolution provided by PRIMIS' investigation, you hold a legal entitlement to escalate your grievance to the Financial Ombudsman Service.

This service is available to consumers at no cost, and you have the option to lodge a complaint with the Financial Ombudsman Service (FOS) within six months from the date of receiving the final response to your complaint.

You can make contact with this service through the following means -

Phone: 0800 023 4567

Email: complaint.info@financial-ombudsman.org.uk

Additionally, you can access their website and submit complaints to them online by visiting:

https://www.financial-ombudsman.org.uk/

Contact us