WHAT TO DO IF YOU
HAVE A COMPLAINT

If you’re unhappy with our service, please let us know.

A leaflet is available which provides details of our customer complaints procedure. We'll send this to you if you ask us, or if you make a complaint.

We value your opinion and take all complaints very seriously. If something has gone wrong we will do whatever we can to put it right. If you'd like to make a complaint, you can contact us or email CustomerResolution@shawbrook.co.uk.

If you'd prefer to send your complaint to us by post, you can write to us at the following address:

Complaints team
Shawbrook Bank Limited
Lutea House
Warley Hill Business Park
The Drive, Great Warley
Brentwood
Essex
CM13 3BE

The Mortgage Lender is powered by Shawbrook Bank.

If you're making a complaint or raising a dispute on behalf of someone else (if you're from a claims management company, or making a complaint on behalf of a family member for example), please use our dedicated third party complaint form.

We treat any complaints raised by a claims management company as if you'd raised it yourself. However, they may charge you a fee for their services.

If you're a customer, you can make a complaint easily, and for free, by emailing CustomerResolution@shawbrook.co.uk

You have the right to refer your complaint to the Financial Ombudsman Service, free of charge – but you must do so within six months of the date of your final response letter.

If you don't refer your complaint in time, the Ombudsman won't have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances. 

Further information can be found at: 
www.financial-ombudsman.org.uk/consumer/complaints.htm

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR 

Free Phone Number: 0800 023 4567
Low Cost Number: 0300 123 9123
Email: complaint.info@financial–ombudsman.org.uk