1. How to complain
[Client to supply approved wording] — explain the channels through which a complaint can be raised (email, phone, letter), and who to address it to.
- Email: info@metamortgages.co.uk
- Post: [office address]
- Phone: [telephone number]
2. What happens next
[Client to supply approved wording] — describe how complaints are logged, acknowledged, and investigated in line with FCA requirements and Stonebridge network procedures.
3. Timescales
[Client to supply approved wording] — confirm the regulatory timescales: acknowledgement within 5 business days, final response within 8 weeks (or explanation of delay).
4. Escalation to the Financial Ombudsman Service
[Client to supply approved wording] — explain that if the complaint is not resolved to the client's satisfaction, they may refer it to the Financial Ombudsman Service (FOS) free of charge.
Financial Ombudsman Service, Exchange Tower, London E14 9SR. Website: financial-ombudsman.org.uk. Phone: 0800 023 4567.
5. Contact us
To raise a complaint, please contact us at info@metamortgages.co.uk or in writing to [office address].