COMPLAINTS PROCEDURE
Mortgage Advice Bureau prioritizes resolving customer concerns. To lodge a complaint, contact:
Post: Complaints Department, Mortgage Advice Bureau Limited, Capital House, Pride Place, Derby, DE24 8QR
Email: [email protected]
Phone: 01332 200020
When complaints cannot be resolved immediately, MAB will acknowledge receipt in writing, explaining the complaint handling process and inviting further documentation.
FINANCIAL OMBUDSMAN SERVICE
If dissatisfied with MAB’s response, customers may seek independent review from the Financial Ombudsman Service at no cost, within six months of MAB’s final response letter.
FOS Contact Details:
Post: Exchange Tower, London, E14 9S
Phone: 0800 023 4567 or 0300 123 9123
Email: [email protected]
Website: http://www.financial-ombudsman.org.uk
Important limitations: The FOS typically cannot consider complaints occurring more than six years ago or raised more than three years after the problem became apparent. Certain complaint categories, such as Buy to Let mortgages, fall outside FOS jurisdiction.
ALTERNATIVE DISPUTE RESOLUTION
MAB continues handling complaints directly rather than delegating to the FOS under the ADR Directive, though statutory referral rights remain unchanged.
ONLINE DISPUTE RESOLUTION
Complaints may also be submitted via the EU platform at http://ec.europa.eu/consumers/odr which forwards cases to the FOS for processing using standard procedures.
