Complaints Policy

If you wish to make a complaint about our service, please contact the Complaints Officer in writing at: compliance@genistarmortgages.co.uk, or via post to:

The Complaints Officer
6 Firwood Close
Chandlers Ford
Eastleigh

SO53 1HN

All written complaints will be responded to within 48 hours either verbally or in writing, and a final written response provided within 8 weeks of receiving the complaint.

In relation to your complaint you can also request a review from the European Online Dispute Resolution platform: ec.europa.eu/consumers/odr/

Financial Ombudsman Service (FOS)

If you want the FOS to consider your complaint, you must send your complaint to them within 6 months of the date of our final response. Their contact details are: 

The Financial Ombudsman Service, Exchange Tower, London, E14 9SR 

Telephone: 0300 1239 123. 

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

Information regarding the service can be found on the Financial Ombudsman website: http://www.financial-ombudsman.org.uk/publications/consumer-leaflet.htm