Complaints Process

The Mortgage Genie Limited (FCA firm reference 754691) is an Appointed Representative of First Complete Ltd, trading as Primis Mortgage Network (FCA firm reference 435779), which is authorised and regulated by the Financial Conduct Authority. The firm is not directly authorised in its own right.

How to complain

If you are unhappy with any aspect of our service, we want to hear about it so we can try to put things right. You can make a complaint by any reasonable means, including telephone, letter or email.

Contact us

• Write to: The Grainger Suite, Dobson House, Newcastle upon Tyne, NE3 3PF
• Telephone: 0191 580 9890
• Email: hello@themortgagegenie.co.uk

Our registered office is The Old Courthouse, 60a London Road, Grantham, England, NG31 6HR. This is our legal address; day-to-day correspondence should be sent to the Newcastle address above.

Refer your complaint to PRIMIS

If you prefer, you can refer your complaint directly to PRIMIS Mortgage Network:

• Write to: PRIMIS Mortgage Network, Customer Resolution Team, Ground Floor, Birmingham Business Park, B37 7YT
• Telephone: 0121 767 1139
• Email: complaints.solihull@primis.co.uk
• Website: primis.co.uk/privacy-notices/complaints

How we will handle your complaint

Simplified complaints

We will use this process if your complaint is about a simple matter that we can look into and solve quickly, and you direct it to us (rather than directly to PRIMIS) in the first instance.

We will investigate your complaint and aim to resolve it within three business days following the date of receipt. If you are happy to accept our proposed resolution, we will send written confirmation.

If you cannot confirm acceptance by the end of the third working day — for example, because you are not happy with our proposed response or you are not available to discuss it — the case will be referred to PRIMIS Mortgage Network and handled under the Formal Complaints process below. If your complaint is more complex or unlikely to be resolved quickly, we will usually refer it to PRIMIS straight away.

Formal complaints

The formal complaints process will be used where:

• we can't resolve your complaint to your satisfaction within three working days;
• your complaint is likely to involve more complex assessment or investigations;
• you send your complaint directly to PRIMIS rather than to us first; or
• you ask us to deal with your complaint in this way rather than via the simplified process.

Upon receipt, PRIMIS will acknowledge your complaint promptly and investigate it fairly and impartially. They will write to you within eight weeks to confirm the outcome of their investigation. If their investigation is not complete within eight weeks, they will write to explain why, let you know when you can expect to hear from them, and provide details of how to contact the Financial Ombudsman Service.

The Financial Ombudsman Service

If, following PRIMIS' investigation, you are still not happy with the outcome, you have a statutory right to refer your complaint to the Financial Ombudsman Service (FOS). It is a service free of charge to consumers and you may refer the matter within six months from the date that you received a final response to your complaint.

• Telephone: 0800 023 4567
• Email: complaint.info@financial-ombudsman.org.uk
• Website: financial-ombudsman.org.uk

Accessibility and extra support

We are committed to providing a complaints service that is accessible to all our customers. If you have any difficulties with the process outlined above, or if there are circumstances that might mean we need to change the way we handle your complaint, please let us know when you tell us about it.