TouchPoint Mortgages Ltd are an Appointed Representative of PRIMIS Mortgage Network, a trading name of First Complete Ltd.  First Complete Ltd is authorised and regulated by the Financial Conduct Authority.

If for any reason you’re dissatisfied, we encourage you to reach out so we can address and resolve your concerns promptly. To make a complaint, you can do so via various means including telephone, letter, or email.

Our contact details are as follows:

Address:

15 Amsbridge Crescent,

Littlehampton,

West Sussex, BN17 7GE

Phone: 01903 42316

Email: hello@touchpointmortgages.co.uk

Should you prefer, you also have the option to escalate your complaint directly to PRIMIS using the following contact information:

Address:

PRIMIS Mortgage Network,

Customer Resolution Team,

Ground Floor,

Birmingham Business Park, B37 7YT

Phone: 0121 767 1139

Email: solihull@primis.co.uk

Website: www.primis.co.uk/privacy-notices/complaints

This website section also provides comprehensive information about PRIMIS’ involvement in handling complaints and the dynamics of Appointed Representative relationships.

How We Address Complaints:

Simplified Complaints:

We follow this process if:

• Your complaint is straightforward and can be swiftly resolved.
• You initially communicate the complaint to us rather than directly to PRIMIS Mortgage Network.

We aim to investigate and resolve your complaint within three business days of receiving it. If you accept our proposed resolution, we will provide written confirmation of our investigation.

However, if you’re unable to confirm acceptance within the stipulated time due to dissatisfaction with our response or unavailability to discuss, the case will be referred to PRIMIS Mortgage Network for further handling.

Formal Complaints:

The formal complaints process applies when:

• We can’t resolve your complaint satisfactorily within three working days.
• Your complaint requires more intricate assessment or investigations.
• You directly send your complaint to PRIMIS Mortgage Network.
• You specifically request a formal complaint process.

Upon receipt, PRIMIS will promptly acknowledge and impartially investigate your complaint. Within 8 weeks, they will communicate the investigation’s outcome.

If the investigation extends beyond eight weeks, PRIMIS will explain the delay and provide an estimated resolution timeline. Additionally, they will furnish details on contacting the Financial Ombudsman Service (FOS) if you’re dissatisfied with the progress.

The Financial Ombudsman Service:

Following PRIMIS’ investigation, if you remain dissatisfied, you have the right to refer your complaint to the Financial Ombudsman Service.

This service is free, and you have six months from receiving the final response to your complaint to contact the Financial Ombudsman Service. You can reach them via:

Phone: 0800 023 4567

Email: complaint.info@financial-ombudsman.org.uk

Website: www.financial-ombudsman.org.uk

We’re committed to ensuring our complaints service is accessible to all clients. If you anticipate any difficulties or circumstances that may require alterations to our complaint handling process, please inform us when lodging your complaint.