We pride ourselves on offering a service that is second to none and we aim to process your mortgage professionally, confidentially and in the shortest time possible. In the event that you are unhappy with any aspect of our service, please let us know as soon as possible and a senior member of staff will help to resolve your concerns. We have a formal complaints procedure to ensure your complaint is handled fairly and quickly.
The internal complaints handling procedure for Imagine Finance is in accordance with the Financial Conduct Authority guidelines, and is as follows:
- Within four weeks of receiving the complaint, we will send you either:
- A Final Response Letter, where we believe we have fully addressed your complaint. We will tell you that you may refer the complaint to the Financial Ombudsman Service (FOS) if you are dissatisfied with the Final Response and that you must do so within six months of the date of the final response. It will also include a copy of the FOS explanatory leaflet.
- A Holding Response. If a Holding Response is sent, it will explain why we are not yet in a position to resolve the complaint and indicate when we will make further contact. This must be within eight weeks of receiving the complaint.
- Within a maximum of eight weeks after receiving the complaint we will send you either:
- A Final Response Letter, where we believe we have fully addressed your complaint. We will tell you that you may refer the complaint to the Financial Ombudsman Service (FOS) if you are dissatisfied with the Final Response and that you must do so within six months of the date of the final response. It will also include a copy of the FOS explanatory leaflet.
- A Response Letter which:
- Explains that we are still not in a position to make a final response, give reasons why not and indicate when we expect to be able to give a final response.
- Inform you that you may refer your complaint to the FOS if you are dissatisfied with the delay and provide you with a copy of the FOS explanatory leaflet.
Complaints Procedure
We pride ourselves on offering a service that is second to none and we aim to process your mortgage professionally, confidentially and in the shortest time possible. In the event that you are unhappy with any aspect of our service, please let us know as soon as possible and a senior member of staff will help to resolve your concerns. We have a formal complaints procedure to ensure your complaint is handled fairly and quickly.
The internal complaints handling procedure for Imagine Finance is in accordance with the Financial Conduct Authority guidelines, and is as follows:
- Within four weeks of receiving the complaint, we will send you either:
- A Final Response Letter, where we believe we have fully addressed your complaint. We will tell you that you may refer the complaint to the Financial Ombudsman Service (FOS) if you are dissatisfied with the Final Response and that you must do so within six months of the date of the final response. It will also include a copy of the FOS explanatory leaflet.
- A Holding Response. If a Holding Response is sent, it will explain why we are not yet in a position to resolve the complaint and indicate when we will make further contact. This must be within eight weeks of receiving the complaint.
- Within a maximum of eight weeks after receiving the complaint we will send you either:
- A Final Response Letter, where we believe we have fully addressed your complaint. We will tell you that you may refer the complaint to the Financial Ombudsman Service (FOS) if you are dissatisfied with the Final Response and that you must do so within six months of the date of the final response. It will also include a copy of the FOS explanatory leaflet.
- A Response Letter which:
- Explains that we are still not in a position to make a final response, give reasons why not and indicate when we expect to be able to give a final response.
- Inform you that you may refer your complaint to the FOS if you are dissatisfied with the delay and provide you with a copy of the FOS explanatory leaflet.
WE RECOMMEND THAT YOU SEEK INDEPENDENT LEGAL ADVICE BEFORE ENTERING INTO ANY MORTGAGE CONTRACT. ANY PROPERTY GIVEN AS SECURITY, WHICH MAY INCLUDE YOUR HOME, MAY BE REPOSSESSED IF YOU DO NOT KEEP UP REPAYMENTS ON A MORTGAGE OR OTHER DEBT SECURED ON IT. MORTGAGES ARE SECURED ON PROPERTY. WE ARE A BROKER, NOT A LENDER.
All calls are recorded for training and compliance purposes. Imagine Finance is a trading style of Specialist Financial Services Limited. Registered in England and Wales, No. 05309450. Registered office is 133 Canalot Studios, 222 Kensal Road, London, W10 5BN. Specialist Financial Services Limited is authorised and regulated by the Financial Conduct Authority, FRN 676853. The FCA does not regulate lending to Limited Companies or Limited Liability Partnerships (LLP's) and some lending to consumers on investment property. For advanced under £200,000 a fee may be charged upon completion, typically this will be £1,995. Imagine Finance is a registered trademark of Specialist Financial Services Limited. Reproduction of this website in whole or in part without permission is prohibited. We are a broker, not a lender
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