We are committed to providing excellent service. If you have a concern or complaint, we want to resolve it quickly and fairly.
Taunton Mortgages is an advisor introduction service that connects you with FCA-authorised mortgage advisors.
Complaints about our service (advisor introductions): Use the procedure below to raise complaints about how we handled your enquiry, data protection concerns, or our website service.
Complaints about mortgage advice or products: If your complaint relates to mortgage advice, product recommendations, or services provided by an advisor, you should direct your complaint to the advisor who advised you. Taunton Mortgages is not authorised to provide mortgage advice and is NOT responsible for any advice, recommendations, or services provided by the advisors in our network. Each advisor operates independently, has their own FCA-authorised complaints procedure, and carries their own Professional Indemnity Insurance.
Most concerns can be resolved quickly by speaking with us. Please contact our complaints team:
Email (Preferred Method)
complaints@tauntonmortgages.co.ukPlease provide as much detail as possible including your enquiry reference number (if available), dates, and a clear description of your concern.
We will acknowledge your complaint within 5 business days and provide you with a reference number.
We aim to investigate and resolve complaints within 8 weeks. We will keep you informed of progress throughout the investigation.
Once our investigation is complete, we will send you a final response letter explaining:
If you are not satisfied with our final response, or if we have not responded within 8 weeks, you have the right to refer your complaint to the Financial Ombudsman Service (FOS).
The Financial Ombudsman Service is a free, independent service that helps settle disputes between consumers and financial services businesses.
Phone
0800 023 4567 (free for most people calling from a fixed line)
0300 123 9123 (cheaper for mobile phone users)
Post
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Important: You must normally refer your complaint to the Financial Ombudsman Service within 6 months of receiving our final response. You may also need to have tried to resolve the complaint with us first before the FOS will consider it.
In addition to the Financial Ombudsman Service, you may also be eligible to use alternative dispute resolution (ADR) services for certain types of complaints. Information about ADR can be found on the European Commission's Online Dispute Resolution platform.
While we hope you'll never need to make a complaint, your feedback helps us improve our service for all customers. We treat all complaints seriously and use them to enhance our processes and service quality.
Submit a Complaint