Our number one priority at Avalon Mortgages is to provide customers with the highest level of service. However, we understand that sometimes things may not go as expected. Your feedback is important to us, as it helps us improve our services and ensure we continue to meet your expectations.
If you have a complaint about your adviser or the service you have received, please contact us using the details below:
Post:
Complaints Department
Avalon Mortgages
26 London Road, Apsley
Hemel Hempstead
HP3 9SB
Email:
info@avalonmortgages.co.uk
Phone:
0208 159 9777 / 07495 424711
We may record and monitor calls for training and quality purposes.
If your complaint cannot be resolved straight away, we will:
- Acknowledge receipt of your complaint in writing
- Confirm our understanding of your complaint
- Advise who will be handling your case
- Give you the opportunity to provide any additional information or documents
The Financial Ombudsman Service
If you are not satisfied with our response, you may refer your complaint to the Financial Ombudsman Service (FOS) for an independent review, free of charge. You must do so within six months of the date of our final response letter.
The FOS will only consider your complaint once you have tried to resolve it with us first, so please contact us in the first instance and we will do our best to help.
Please note that the FOS may not be able to consider certain types of complaints, including cases that fall outside its jurisdiction (for example, some Buy to Let mortgage cases which are not regulated by the Financial Conduct Authority).
The FOS may also be unable to consider a complaint if:
- The event you are complaining about happened more than six years ago, and
- You are complaining more than three years after you became aware (or should have become aware) of the issue
Further information can be found on their website: www.financial-ombudsman.org.uk
Post:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Phone:
0800 023 4567 / 0300 123 9123
Email:
complaint.info@financial-ombudsman.org.uk
Alternative Dispute Resolution (ADR)
The Alternative Dispute Resolution (ADR) Directive provides consumers with alternative ways of resolving contractual disputes with businesses.
The Financial Ombudsman Service acts as the ADR provider for financial services in the UK. In addition to its role as an ombudsman service, it also provides a complaint handling service under the ADR Directive.
Avalon Mortgages (as a trading name of Brook Financial Services Limited, an appointed representative of Mortgage Advice Bureau Limited and Mortgage Advice Bureau (Derby) Limited, authorised and regulated by the Financial Conduct Authority) will continue to handle complaints directly when they are received rather than automatically referring them to the FOS under the ADR Directive. This does not affect your statutory right to refer your complaint to the Financial Ombudsman Service as outlined above.
Online Dispute Resolution Platform (ODR). Complaints about Financial Services firms may also be sent to the Online Dispute Resolution website; ec.europa.eu/consumers/odr.
Any complaints received via the ODR, will be forwarded to the FOS and then to MAB. Complaints received by this method will be treated in the same way as those received through existing means.
