Complaints

If something about MortgageExplained has not been good enough, tell us and we will look into it. We handle complaints about our own information and introduction service. Complaints about the mortgage advice itself are handled by the regulated broker you were introduced to, who has their own FCA complaints process and access to the Financial Ombudsman Service.

How to complain to us

Email [email protected] with what happened and what you would like us to do. We will acknowledge your complaint, look into it properly, and reply to you. We would always rather hear about a problem than not, because it is how we improve.

What we can help with

We are responsible for this website: the information we publish and the introduction we make to a regulated broker. If a guide was wrong or unclear, or you were unhappy with how an introduction was handled, that is ours to fix. You can read how we work for the full picture of what we do and do not do.

Complaints about mortgage advice

We do not give regulated mortgage advice. If your complaint is about the advice you received, the product recommended, or how your mortgage was arranged, that is handled by the regulated broker you were introduced to. As an FCA-authorised firm they must have a formal complaints procedure, and if you are not satisfied with their final response you can refer the matter to the Financial Ombudsman Service at financial-ombudsman.org.uk. We can help point you to the right place.

Data protection complaints

If your complaint is about how your personal data was handled, see our data protection page, which explains your rights and how to complain to the Information Commissioner's Office.

See also our trust and governance page, or get in touch if you are not sure who to speak to.