Complaints
We are committed to providing a professional service to all our customers.
If you are unhappy then we want to hear about it so we can try to put things right. With this in mind, we have the following complaints procedure in place.
You can make a complaint by any reasonable means including telephone, letter, or email.
Our contact information:
• Write to: PJH Mortgage Solutions Ltd, 24 High Street, Bromham, Chippenham, Wiltshire, SN15 2EX
• Telephone: 01202 798252
• Email: peter@pjhmortgagesolutions.co.uk
If you prefer, you can also refer your complaint to Stonebridge directly using the following contact details:
• Email: complaints@stonebridgegroup.co.uk
• Telephone: 0345 646 5535
• Write to us: Suites 7 & 9, Regency House, Miles Gray Road, Basildon, Essex SS14 3FR
How we will handle your complaints
Investigating a Complaint
Stonebridge will always investigate and respond to a complaint fairly and impartially based on the evidence provided. It is of paramount importance that Stonebridge are provided with all the required evidence relating to the complaint made so that a thorough and fair investigation can be completed. Failure to do so can undermine a full investigation being completed and further hinder any investigations the Financial Ombudsman may undertake.
Stonebridge will request a report from the person/persons at the AR firm who the complaint has been made against within 5 working days of the complaint being received and a response must be provided within 5 working days of receipt. We may also request information from other persons within the AR firm who are connected the complaint.
The report provides an opportunity for the AR firm to provide their account and explanations of the events relating to the complaint. The report must be truthful and factual and whilst opinions and comments can be expressed, you should refrain from making personal or derogatory remarks against any person.
Where a person receives such a request, they must ensure they give it their full and immediate attention. They must provide all evidence and information that is relevant to the complaint as soon as possible. There are no limitations on the evidence that should be provided, but in general the following is expected:
• Correspondence between the parties relating to the complaint, such as emails, telephone conversations (where these are recorded), letters, text, or mobile app messages.
• Any documentary evidence relating to the complaint that isn’t held on the relevant opportunity within Revolution.
• Any documentation that Stonebridge has specifically requested.
• Any other documentation you feel is relevant to the investigation.
• Any other correspondence you feel is relevant to the investigation.
Once the initial report and evidence has been received, we will liaise with any other parties relevant to the complaint when required, such as lenders, providers, solicitors. It is therefore likely that Stonebridge will ask for further information or evidence from the AR firm throughout the investigation.
It is important to note that all communications should be responded to truthfully and professionally, despite what your own views may be on the circumstances. A complaint may be referred to the Financial Ombudsman and they will review all the information and evidence an AR firm has supplied. Where possible we will provide progress updates to the complainant. If a complainant contacts an AR firm wanting to obtain an update on the investigation the request should be forwarded to Stonebridge immediately and we will respond to the complainant within 48 hours.
Providing a Final Response
A final response will be provided to the client once a full investigation has taken place and within 8 weeks of the complaint being raised. Where possible this will be emailed to a client, alternatively a letter will be posted to them.
Where we require additional time to provide a final response, such as to collate further evidence and information, we will contact the complainant to agree a suitable extension.
Where a complaint has been refuted, we will inform the relevant staff member whom the complaint was against and the Business Principal of the AR Firm.
Where a complaint has been upheld, we will inform the Business Principal of the AR firm prior to the response being sent to the client.
Where a complaint response offers an amount of compensation as a resolution, we will inform the Business Principal of the AR firm prior to the response being sent to the client.
The Financial Ombudsman Service
Where a complainant disagrees with our final response, they have a right to refer their complaint to the Financial Ombudsman Service (FOS), they must do this within 6 months of our final response and details of how to refer their complaint are included in our final response.
You can contact the service using the following details:
Telephone 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk
You can also visit their website and refer complaints to them online by visiting.
https://www.financial-ombudsman.org.uk/
