Terms & Conditions

1. Introduction

These terms and conditions govern your use of the The Mortgage Genie website. By accessing this website, you accept these terms in full.

2. No Financial Advice

The Mortgage Genie is an Appointed Representative of First Complete Ltd, trading as Primis Mortgage Network, which is authorised and regulated by the Financial Conduct Authority. The Mortgage Genie FCA No. 754691. Primis Mortgage Network FCA No. 435779. Information on this website is for UK residents only and does not constitute personalised financial advice. Please speak to one of our advisors before making any decisions.

3. Risk Warning

Your home may be repossessed if you do not keep up repayments on your mortgage.

4. Accuracy of Information

While we make every effort to ensure accuracy, the information on this website is for general guidance only. Mortgage rates, terms, and eligibility criteria change frequently. Always confirm details with your mortgage advisor.

5. Calculator Disclaimers

Our mortgage calculators provide estimates only and do not constitute a mortgage offer. Actual repayments may differ based on your individual circumstances, lender criteria, and prevailing rates.

6. Third-Party Links

This website may contain links to third-party websites. We are not responsible for the content or privacy practices of these external sites.

7. Intellectual Property

All content on this website, including text, graphics, logos, and guides, is the property of The Mortgage Genie and is protected by copyright law.

8. Limitation of Liability

The Mortgage Genie shall not be liable for any loss or damage arising from use of this website or reliance on its content. We do not guarantee uninterrupted access to the site.

9. Governing Law

These terms are governed by the laws of England and Wales.

10. Contact

For questions about these terms, contact us at hello@themortgagegenie.co.uk.

11. Complaints

We are committed to providing a professional service to all our customers. 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: Dobson House, The Grainger Suite, Newcastle upon Tyne NE3 3PF
• Telephone: 0191 580 9890
• Email: hello@themortgagegenie.co.uk

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

• 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

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 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, 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 3 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. PRIMIS will acknowledge your complaint promptly and investigate it fairly and impartially. They will write to you within 8 weeks to confirm the outcome. 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

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.