{"id":2193,"date":"2026-05-11T13:54:28","date_gmt":"2026-05-11T12:54:28","guid":{"rendered":"https:\/\/premium-mortgages.co.uk\/?page_id=2193"},"modified":"2026-05-12T12:26:29","modified_gmt":"2026-05-12T11:26:29","slug":"elementor-2193","status":"publish","type":"page","link":"https:\/\/premium-mortgages.co.uk\/?page_id=2193","title":{"rendered":"Complaints Form"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"2193\" class=\"elementor elementor-2193\" data-elementor-post-type=\"page\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-7f0b81a elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"7f0b81a\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-67efd03\" data-id=\"67efd03\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-8d10826 elementor-widget elementor-widget-heading\" data-id=\"8d10826\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Complaints Form<br><\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-07da088 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"07da088\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-779a614\" data-id=\"779a614\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-4eed006 elementor-widget elementor-widget-text-editor\" data-id=\"4eed006\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Premium Mortgage Services is a trading name of Sabir Services Ltd who are an Appointed Representative of PRIMIS Mortgage Network, a trading name of TenetLime Ltd. TenetLime Ltd is authorised and regulated by the Financial Conduct Authority.<\/p>\n<p><br><b>We are committed to providing a professional service to all our customers. If you are unhappy then we want to hear about it so we can try to put things right. <br>With this in mind, we have the following complaints procedure in place.<\/b><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-f0e151b elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"f0e151b\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-c5c04cd\" data-id=\"c5c04cd\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-7100f84 elementor-widget elementor-widget-text-editor\" data-id=\"7100f84\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\tYou can make a complaint by any reasonable means including telephone, letter, or \nemail. \t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-73387f7 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"73387f7\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-b49b49b\" data-id=\"b49b49b\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-de244cc elementor-button-align-stretch elementor-widget elementor-widget-form\" data-id=\"de244cc\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;step_next_label&quot;:&quot;Next&quot;,&quot;step_previous_label&quot;:&quot;Previous&quot;,&quot;button_width&quot;:&quot;100&quot;,&quot;step_type&quot;:&quot;number_text&quot;,&quot;step_icon_shape&quot;:&quot;circle&quot;}\" data-widget_type=\"form.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<form class=\"elementor-form\" method=\"post\" name=\"Complaints\" aria-label=\"Complaints\">\n\t\t\t<input type=\"hidden\" name=\"post_id\" value=\"2193\"\/>\n\t\t\t<input type=\"hidden\" name=\"form_id\" value=\"de244cc\"\/>\n\t\t\t<input type=\"hidden\" name=\"referer_title\" value=\"Complaints Form\" \/>\n\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"queried_id\" value=\"2193\"\/>\n\t\t\t\n\t\t\t<div class=\"elementor-form-fields-wrapper elementor-labels-above\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-field-type-text elementor-field-group elementor-column elementor-field-group-field_78e685b elementor-col-100 elementor-field-required elementor-mark-required\">\n\t\t\t\t\t\t\t\t\t\t\t\t<label for=\"form-field-field_78e685b\" class=\"elementor-field-label\">\n\t\t\t\t\t\t\t\tFull Name\t\t\t\t\t\t\t<\/label>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<input size=\"1\" type=\"text\" name=\"form_fields[field_78e685b]\" id=\"form-field-field_78e685b\" class=\"elementor-field elementor-size-sm  elementor-field-textual\" required=\"required\">\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<div class=\"elementor-field-type-email elementor-field-group elementor-column elementor-field-group-email elementor-col-100 elementor-field-required elementor-mark-required\">\n\t\t\t\t\t\t\t\t\t\t\t\t<label for=\"form-field-email\" class=\"elementor-field-label\">\n\t\t\t\t\t\t\t\tEmail Address\t\t\t\t\t\t\t<\/label>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<input size=\"1\" type=\"email\" name=\"form_fields[email]\" id=\"form-field-email\" class=\"elementor-field elementor-size-sm  elementor-field-textual\" placeholder=\"Email\" required=\"required\">\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<div class=\"elementor-field-type-text elementor-field-group elementor-column elementor-field-group-field_dc42cc1 elementor-col-100 elementor-field-required elementor-mark-required\">\n\t\t\t\t\t\t\t\t\t\t\t\t<label for=\"form-field-field_dc42cc1\" class=\"elementor-field-label\">\n\t\t\t\t\t\t\t\tPhone Number\t\t\t\t\t\t\t<\/label>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<input size=\"1\" type=\"text\" name=\"form_fields[field_dc42cc1]\" id=\"form-field-field_dc42cc1\" class=\"elementor-field elementor-size-sm  elementor-field-textual\" required=\"required\">\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<div class=\"elementor-field-type-textarea elementor-field-group elementor-column elementor-field-group-message elementor-col-100 elementor-field-required elementor-mark-required\">\n\t\t\t\t\t\t\t\t\t\t\t\t<label for=\"form-field-message\" class=\"elementor-field-label\">\n\t\t\t\t\t\t\t\tWhat happened?\t\t\t\t\t\t\t<\/label>\n\t\t\t\t\t\t<textarea class=\"elementor-field-textual elementor-field  elementor-size-sm\" name=\"form_fields[message]\" id=\"form-field-message\" rows=\"4\" placeholder=\"The product\/service you are unhappy with or the data right(s) you believe we have failed to comply with \" required=\"required\"><\/textarea>\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<div class=\"elementor-field-type-text elementor-field-group elementor-column elementor-field-group-field_f9420f5 elementor-col-100\">\n\t\t\t\t\t\t\t\t\t\t\t\t<label for=\"form-field-field_f9420f5\" class=\"elementor-field-label\">\n\t\t\t\t\t\t\t\tWhat has gone wrong?\t\t\t\t\t\t\t<\/label>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<input size=\"1\" type=\"text\" name=\"form_fields[field_f9420f5]\" id=\"form-field-field_f9420f5\" class=\"elementor-field elementor-size-sm  elementor-field-textual\" placeholder=\"E.g. I feel like i was misled.\">\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<div class=\"elementor-field-group elementor-column elementor-field-type-submit elementor-col-100 e-form__buttons\">\n\t\t\t\t\t<button class=\"elementor-button elementor-size-sm\" type=\"submit\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">Send<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/button>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t<\/form>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3be99db elementor-widget__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"3be99db\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>You can make a complaint by any reasonable means including telephone, letter, or email. Our contact information: <\/p>\n<p style=\"font-size: 15px; font-style: normal; font-weight: 400;\">Email:&nbsp;<span style=\"font-style: inherit; text-align: center; color: rgb(75, 79, 88);\">mail@premium-mortgages.co.uk<\/span><\/p>\n<p style=\"font-size: 15px; font-style: normal; font-weight: 400;\"><span style=\"font-style: inherit; text-align: center; color: rgb(75, 79, 88);\">Phone number: 02042614618<\/span><\/p>\n<p class=\"MsoNormal\" style=\"line-height:107%\"><span style=\"font-size:11.0pt; line-height:107%;font-family:&quot;Calibri&quot;,sans-serif;mso-fareast-font-family:Calibri; mso-bidi-font-family:&quot;Times New Roman&quot;;mso-font-kerning:0pt;mso-ligatures:none; mso-bidi-font-weight:bold\">If you prefer, you can also refer your complaint to PRIMIS directly using the following&nbsp;<\/span><span style=\"font-family: Calibri, sans-serif; font-size: 11pt; font-style: inherit; font-weight: inherit;\">contact details:<\/span><\/p>\n<p class=\"MsoNormal\" style=\"line-height:107%\"><span style=\"font-size:11.0pt; line-height:107%;font-family:&quot;Calibri&quot;,sans-serif;mso-fareast-font-family:Calibri; mso-bidi-font-family:&quot;Times New Roman&quot;;mso-font-kerning:0pt;mso-ligatures:none; mso-bidi-font-weight:bold\">\u2022 Write to \u2013 PRIMIS Mortgage Network, Customer Resolution Team, Ground&nbsp;<\/span><span style=\"font-family: Calibri, sans-serif; font-size: 11pt; font-style: inherit; font-weight: inherit;\">Floor, Birmingham Business Park, B37 7YT.<\/span><\/p>\n<p class=\"MsoNormal\" style=\"line-height:107%\"><span style=\"font-size:11.0pt; line-height:107%;font-family:&quot;Calibri&quot;,sans-serif;mso-fareast-font-family:Calibri; mso-bidi-font-family:&quot;Times New Roman&quot;;mso-font-kerning:0pt;mso-ligatures:none; mso-bidi-font-weight:bold\">\u2022 Telephone: 0121 767 1139<o:p><\/o:p><\/span><\/p>\n<p class=\"MsoNormal\" style=\"line-height:107%\"><span style=\"font-size:11.0pt; line-height:107%;font-family:&quot;Calibri&quot;,sans-serif;mso-fareast-font-family:Calibri; mso-bidi-font-family:&quot;Times New Roman&quot;;mso-font-kerning:0pt;mso-ligatures:none; mso-bidi-font-weight:bold\">\u2022 Email: <u>complaints.solihull@primis.co.uk<\/u><o:p><\/o:p><\/span><\/p>\n<p class=\"MsoNormal\" style=\"line-height:107%\"><span style=\"font-size:11.0pt; line-height:107%;font-family:&quot;Calibri&quot;,sans-serif;mso-fareast-font-family:Calibri; mso-bidi-font-family:&quot;Times New Roman&quot;;mso-font-kerning:0pt;mso-ligatures:none; mso-bidi-font-weight:bold\">You can also complain via their website:<o:p><\/o:p><\/span><\/p>\n<p class=\"MsoNormal\" style=\"line-height:107%\"><span style=\"font-size:11.0pt; line-height:107%;font-family:&quot;Calibri&quot;,sans-serif;mso-fareast-font-family:Calibri; mso-bidi-font-family:&quot;Times New Roman&quot;;mso-font-kerning:0pt;mso-ligatures:none; mso-bidi-font-weight:bold\">\u2022 <u>https:\/\/www.primis.co.uk\/privacy-notices\/complaints\/<\/u><o:p><\/o:p><\/span><\/p>\n<p class=\"MsoNormal\" style=\"line-height:107%\"><span style=\"font-size:11.0pt; line-height:107%;font-family:&quot;Calibri&quot;,sans-serif;mso-fareast-font-family:Calibri; mso-bidi-font-family:&quot;Times New Roman&quot;;mso-font-kerning:0pt;mso-ligatures:none; mso-bidi-font-weight:bold\">The same section of the website contains more information about PRIMIS\u2019 role in&nbsp;<\/span><span style=\"font-family: Calibri, sans-serif; font-size: 11pt; font-style: inherit; font-weight: inherit;\">complaints handling and about how Appointed&nbsp;<\/span><span style=\"font-family: Calibri, sans-serif; font-size: 11pt; font-style: inherit; font-weight: inherit;\">Representative relationships work.&nbsp;<\/span><\/p>\n<p class=\"MsoNormal\" style=\"line-height:107%\"><span style=\"font-family: Calibri, sans-serif; font-size: 11pt; font-style: inherit; font-weight: inherit;\"><br><\/span><\/p>\n<p class=\"MsoNormal\" style=\"line-height:107%\"><b><span style=\"font-size:11.0pt;line-height:107%;font-family:&quot;Calibri&quot;,sans-serif; mso-fareast-font-family:Calibri;mso-bidi-font-family:&quot;Times New Roman&quot;; mso-font-kerning:0pt;mso-ligatures:none\">How we will handle your complaints<o:p><\/o:p><\/span><\/b><\/p>\n<p class=\"MsoNormal\" style=\"line-height:107%\"><b><span style=\"font-size:11.0pt;line-height:107%;font-family:&quot;Calibri&quot;,sans-serif; mso-fareast-font-family:Calibri;mso-bidi-font-family:&quot;Times New Roman&quot;; mso-font-kerning:0pt;mso-ligatures:none\">Simplified Complaints<o:p><\/o:p><\/span><\/b><\/p>\n<p class=\"MsoNormal\" style=\"line-height:107%\"><span style=\"font-size:11.0pt; line-height:107%;font-family:&quot;Calibri&quot;,sans-serif;mso-fareast-font-family:Calibri; mso-bidi-font-family:&quot;Times New Roman&quot;;mso-font-kerning:0pt;mso-ligatures:none; mso-bidi-font-weight:bold\">We will use this process if:<o:p><\/o:p><\/span><\/p>\n<p class=\"MsoNormal\" style=\"line-height:107%\"><span style=\"font-size:11.0pt; line-height:107%;font-family:&quot;Calibri&quot;,sans-serif;mso-fareast-font-family:Calibri; mso-bidi-font-family:&quot;Times New Roman&quot;;mso-font-kerning:0pt;mso-ligatures:none; mso-bidi-font-weight:bold\">\u2022 your complaint is about a simple matter &#8211; that we can look into and solve&nbsp;<\/span><span style=\"font-family: Calibri, sans-serif; font-size: 11pt; font-style: inherit; font-weight: inherit;\">quickly and easily; and<\/span><\/p>\n<p class=\"MsoNormal\" style=\"line-height:107%\"><span style=\"font-size:11.0pt; line-height:107%;font-family:&quot;Calibri&quot;,sans-serif;mso-fareast-font-family:Calibri; mso-bidi-font-family:&quot;Times New Roman&quot;;mso-font-kerning:0pt;mso-ligatures:none; mso-bidi-font-weight:bold\">\u2022 you direct it to us (rather than directly to PRIMIS Mortgage Network) in the&nbsp;<\/span><span style=\"font-family: Calibri, sans-serif; font-size: 11pt; font-style: inherit; font-weight: inherit;\">first instance.<\/span><\/p>\n<p class=\"MsoNormal\" style=\"line-height:107%\"><span style=\"font-family: Calibri, sans-serif; font-size: 11pt; font-style: inherit; font-weight: inherit;\"><br><\/span><\/p>\n<p class=\"MsoNormal\" style=\"line-height:107%\"><span style=\"font-size:11.0pt; line-height:107%;font-family:&quot;Calibri&quot;,sans-serif;mso-fareast-font-family:Calibri; mso-bidi-font-family:&quot;Times New Roman&quot;;mso-font-kerning:0pt;mso-ligatures:none; mso-bidi-font-weight:bold\">FINANCIAL PROMOTIONS POLICY v5 85<o:p><\/o:p><\/span><\/p>\n<p class=\"MsoNormal\" style=\"line-height:107%\"><span style=\"font-size:11.0pt; line-height:107%;font-family:&quot;Calibri&quot;,sans-serif;mso-fareast-font-family:Calibri; mso-bidi-font-family:&quot;Times New Roman&quot;;mso-font-kerning:0pt;mso-ligatures:none; mso-bidi-font-weight:bold\">We will investigate your complaint and aim to resolve it within three business days&nbsp;<\/span><span style=\"font-family: Calibri, sans-serif; font-size: 11pt; font-style: inherit; font-weight: inherit;\">following the date of receipt. If you are happy to&nbsp;<\/span><span style=\"font-family: Calibri, sans-serif; font-size: 11pt; font-style: inherit; font-weight: inherit;\">accept our proposed resolution, we&nbsp;<\/span><span style=\"font-family: Calibri, sans-serif; font-size: 11pt; font-style: inherit; font-weight: inherit;\">will send you written confirmation of our&nbsp;<\/span><span style=\"font-family: Calibri, sans-serif; font-size: 11pt; font-style: inherit; font-weight: inherit;\">investigation.&nbsp;<br><\/span><span style=\"font-family: Calibri, sans-serif; font-size: 11pt; font-style: inherit; font-weight: inherit;\">If you cannot confirm acceptance by the end of the&nbsp;<\/span><span style=\"font-family: Calibri, sans-serif; font-size: 11pt; font-style: inherit; font-weight: inherit;\">third working day (for example \u2013&nbsp;<\/span><span style=\"font-family: Calibri, sans-serif; font-size: 11pt; font-style: inherit; font-weight: inherit;\">because you are not happy with our proposed response&nbsp;<\/span><span style=\"font-family: Calibri, sans-serif; font-size: 11pt; font-style: inherit; font-weight: inherit;\">or if you are not available to&nbsp;<\/span><span style=\"font-family: Calibri, sans-serif; font-size: 11pt; font-style: inherit; font-weight: inherit;\">discuss it with us) then the case will be referred&nbsp;<\/span><span style=\"font-family: Calibri, sans-serif; font-size: 11pt; font-style: inherit; font-weight: inherit;\">to PRIMIS Mortgage Network. It will&nbsp;<\/span><span style=\"font-family: Calibri, sans-serif; font-size: 11pt; font-style: inherit; font-weight: inherit;\">then be handled in line with the Formal Complaint&nbsp;<\/span><span style=\"font-family: Calibri, sans-serif; font-size: 11pt; font-style: inherit; font-weight: inherit;\">process outlined below.<\/span><\/p>\n<p class=\"MsoNormal\" style=\"line-height:107%\"><span style=\"font-size:11.0pt; line-height:107%;font-family:&quot;Calibri&quot;,sans-serif;mso-fareast-font-family:Calibri; mso-bidi-font-family:&quot;Times New Roman&quot;;mso-font-kerning:0pt;mso-ligatures:none; mso-bidi-font-weight:bold\">If your complaint is more complex or is unlikely to be resolved quickly then we will&nbsp;<\/span><span style=\"font-family: Calibri, sans-serif; font-size: 11pt; font-style: inherit; font-weight: inherit;\">usually refer it to PRIMIS straight away.<\/span><\/p>\n<p class=\"MsoNormal\" style=\"line-height:107%\"><span style=\"font-family: Calibri, sans-serif; font-size: 11pt; font-style: inherit; font-weight: inherit;\"><br><\/span><\/p>\n<p class=\"MsoNormal\" style=\"line-height:107%\"><b><span style=\"font-size:11.0pt;line-height:107%;font-family:&quot;Calibri&quot;,sans-serif; mso-fareast-font-family:Calibri;mso-bidi-font-family:&quot;Times New Roman&quot;; mso-font-kerning:0pt;mso-ligatures:none\">Formal Complaints<o:p><\/o:p><\/span><\/b><\/p>\n<p class=\"MsoNormal\" style=\"line-height:107%\"><span style=\"font-size:11.0pt; line-height:107%;font-family:&quot;Calibri&quot;,sans-serif;mso-fareast-font-family:Calibri; mso-bidi-font-family:&quot;Times New Roman&quot;;mso-font-kerning:0pt;mso-ligatures:none; mso-bidi-font-weight:bold\">The formal complaints process will be used where:<o:p><\/o:p><\/span><\/p>\n<p class=\"MsoNormal\" style=\"line-height:107%\"><span style=\"font-size:11.0pt; line-height:107%;font-family:&quot;Calibri&quot;,sans-serif;mso-fareast-font-family:Calibri; mso-bidi-font-family:&quot;Times New Roman&quot;;mso-font-kerning:0pt;mso-ligatures:none; mso-bidi-font-weight:bold\">\u2022 we can\u2019t resolve your complaint to your satisfaction within 3 working days: or<o:p><\/o:p><\/span><\/p>\n<p class=\"MsoNormal\" style=\"line-height:107%\"><span style=\"font-size:11.0pt; line-height:107%;font-family:&quot;Calibri&quot;,sans-serif;mso-fareast-font-family:Calibri; mso-bidi-font-family:&quot;Times New Roman&quot;;mso-font-kerning:0pt;mso-ligatures:none; mso-bidi-font-weight:bold\">\u2022 your complaint is likely to involve more complex assessment or investigations; <o:p><\/o:p><\/span><\/p>\n<p class=\"MsoNormal\" style=\"line-height:107%\"><span style=\"font-size:11.0pt; line-height:107%;font-family:&quot;Calibri&quot;,sans-serif;mso-fareast-font-family:Calibri; mso-bidi-font-family:&quot;Times New Roman&quot;;mso-font-kerning:0pt;mso-ligatures:none; mso-bidi-font-weight:bold\">or<o:p><\/o:p><\/span><\/p>\n<p class=\"MsoNormal\" style=\"line-height:107%\"><span style=\"font-size:11.0pt; line-height:107%;font-family:&quot;Calibri&quot;,sans-serif;mso-fareast-font-family:Calibri; mso-bidi-font-family:&quot;Times New Roman&quot;;mso-font-kerning:0pt;mso-ligatures:none; mso-bidi-font-weight:bold\">\u2022 you send your complaint directly to PRIMIS Mortgage Network rather than to&nbsp;<\/span><span style=\"font-family: Calibri, sans-serif; font-size: 11pt; font-style: inherit; font-weight: inherit;\">us in the first instance; or<\/span><\/p>\n<p class=\"MsoNormal\" style=\"line-height:107%\"><span style=\"font-size:11.0pt; line-height:107%;font-family:&quot;Calibri&quot;,sans-serif;mso-fareast-font-family:Calibri; mso-bidi-font-family:&quot;Times New Roman&quot;;mso-font-kerning:0pt;mso-ligatures:none; mso-bidi-font-weight:bold\">\u2022 you ask us to deal with your complaint in this way rather than via a simplified&nbsp;<\/span><span style=\"font-family: Calibri, sans-serif; font-size: 11pt; font-style: inherit; font-weight: inherit;\">process.<\/span><\/p>\n<p class=\"MsoNormal\" style=\"line-height:107%\"><span style=\"font-size:11.0pt; line-height:107%;font-family:&quot;Calibri&quot;,sans-serif;mso-fareast-font-family:Calibri; mso-bidi-font-family:&quot;Times New Roman&quot;;mso-font-kerning:0pt;mso-ligatures:none; mso-bidi-font-weight:bold\">Upon receipt PRIMIS will acknowledge your complaint promptly and will investigate it&nbsp;<\/span><span style=\"font-family: Calibri, sans-serif; font-size: 11pt; font-style: inherit; font-weight: inherit;\">fairly and impartially. They will write to you&nbsp;<\/span><span style=\"font-family: Calibri, sans-serif; font-size: 11pt; font-style: inherit; font-weight: inherit;\">within 8 weeks to confirm the outcome of t<\/span><span style=\"font-family: Calibri, sans-serif; font-size: 11pt; font-style: inherit; font-weight: inherit;\">their investigation.&nbsp;<br><\/span><span style=\"font-family: Calibri, sans-serif; font-size: 11pt; font-style: inherit; font-weight: inherit;\">In the unlikely event that their investigation is&nbsp;<\/span><span style=\"font-family: Calibri, sans-serif; font-size: 11pt; font-style: inherit; font-weight: inherit;\">not complete within eight weeks of&nbsp;<\/span><span style=\"font-family: Calibri, sans-serif; font-size: 11pt; font-style: inherit; font-weight: inherit;\">receipt of your complaint they will write to you to&nbsp;<\/span><span style=\"font-family: Calibri, sans-serif; font-size: 11pt; font-style: inherit; font-weight: inherit;\">explain why and let you know when&nbsp;<\/span><span style=\"font-family: Calibri, sans-serif; font-size: 11pt; font-style: inherit; font-weight: inherit;\">you can expect to hear from them. They will also&nbsp;<\/span><span style=\"font-family: Calibri, sans-serif; font-size: 11pt; font-style: inherit; font-weight: inherit;\">provide details of how to contact&nbsp;<\/span><span style=\"font-family: Calibri, sans-serif; font-size: 11pt; font-style: inherit; font-weight: inherit;\">the Financial Ombudsman Service if you are not&nbsp;<\/span><span style=\"font-family: Calibri, sans-serif; font-size: 11pt; font-style: inherit; font-weight: inherit;\">satisfied with progress.<\/span><\/p>\n<p class=\"MsoNormal\" style=\"line-height:107%\"><span style=\"font-family: Calibri, sans-serif; font-size: 11pt; font-style: inherit; font-weight: inherit;\"><br><\/span><\/p>\n<p class=\"MsoNormal\" style=\"line-height:107%\"><b><span style=\"font-size:11.0pt;line-height:107%;font-family:&quot;Calibri&quot;,sans-serif; mso-fareast-font-family:Calibri;mso-bidi-font-family:&quot;Times New Roman&quot;; mso-font-kerning:0pt;mso-ligatures:none\">The Financial Ombudsman Service<o:p><\/o:p><\/span><\/b><\/p>\n<p class=\"MsoNormal\" style=\"line-height:107%\"><span style=\"font-size:11.0pt; line-height:107%;font-family:&quot;Calibri&quot;,sans-serif;mso-fareast-font-family:Calibri; mso-bidi-font-family:&quot;Times New Roman&quot;;mso-font-kerning:0pt;mso-ligatures:none; mso-bidi-font-weight:bold\">If, following PRIMIS\u2019 investigation you are still not happy with the outcome you have&nbsp;<\/span><span style=\"font-family: Calibri, sans-serif; font-size: 11pt; font-style: inherit; font-weight: inherit;\">a statutory right to refer your complaint to the&nbsp;<\/span><span style=\"font-family: Calibri, sans-serif; font-size: 11pt; font-style: inherit; font-weight: inherit;\">Financial Ombudsman Service.&nbsp;<\/span><span style=\"font-family: Calibri, sans-serif; font-size: 11pt; font-style: inherit; font-weight: inherit;\">It is a service free of charge to consumers and you&nbsp;<\/span><span style=\"font-family: Calibri, sans-serif; font-size: 11pt; font-style: inherit; font-weight: inherit;\">may refer the matter to the&nbsp;<\/span><span style=\"font-family: Calibri, sans-serif; font-size: 11pt; font-style: inherit; font-weight: inherit;\">Financial Ombudsman Service (FOS) within six months&nbsp;<\/span><span style=\"font-family: Calibri, sans-serif; font-size: 11pt; font-style: inherit; font-weight: inherit;\">from the date that you&nbsp;<\/span><span style=\"font-family: Calibri, sans-serif; font-size: 11pt; font-style: inherit; font-weight: inherit;\">received a final response to your complaint.&nbsp;<\/span><\/p>\n<p class=\"MsoNormal\" style=\"line-height:107%\"><span style=\"font-family: Calibri, sans-serif; font-size: 11pt; font-style: inherit; font-weight: inherit;\">You can contact the service using the following&nbsp;<\/span><span style=\"font-family: Calibri, sans-serif; font-size: 11pt; font-style: inherit; font-weight: inherit;\">details:<\/span><\/p>\n<p class=\"MsoNormal\" style=\"line-height:107%\"><span style=\"font-size:11.0pt; line-height:107%;font-family:&quot;Calibri&quot;,sans-serif;mso-fareast-font-family:Calibri; mso-bidi-font-family:&quot;Times New Roman&quot;;mso-font-kerning:0pt;mso-ligatures:none; mso-bidi-font-weight:bold\">Telephone 0800 023 4567<o:p><\/o:p><\/span><\/p>\n<p class=\"MsoNormal\" style=\"line-height:107%\"><span style=\"font-size:11.0pt; line-height:107%;font-family:&quot;Calibri&quot;,sans-serif;mso-fareast-font-family:Calibri; mso-bidi-font-family:&quot;Times New Roman&quot;;mso-font-kerning:0pt;mso-ligatures:none; mso-bidi-font-weight:bold\">Email: <u>complaint.info@financial-ombudsman.org.uk<\/u><o:p><\/o:p><\/span><\/p>\n<p class=\"MsoNormal\" style=\"line-height:107%\"><span style=\"font-size:11.0pt; line-height:107%;font-family:&quot;Calibri&quot;,sans-serif;mso-fareast-font-family:Calibri; mso-bidi-font-family:&quot;Times New Roman&quot;;mso-font-kerning:0pt;mso-ligatures:none; mso-bidi-font-weight:bold\">You can also visit their website and refer complaints to them online by visiting.<o:p><\/o:p><\/span><\/p>\n<p class=\"MsoNormal\" style=\"line-height:107%\"><span style=\"font-size:11.0pt; line-height:107%;font-family:&quot;Calibri&quot;,sans-serif;mso-fareast-font-family:Calibri; mso-bidi-font-family:&quot;Times New Roman&quot;;mso-font-kerning:0pt;mso-ligatures:none; mso-bidi-font-weight:bold\">FINANCIAL PROMOTIONS POLICY v5 86<o:p><\/o:p><\/span><\/p>\n<p class=\"MsoNormal\" style=\"line-height:107%\"><u><span style=\"font-size:11.0pt; line-height:107%;font-family:&quot;Calibri&quot;,sans-serif;mso-fareast-font-family:Calibri; mso-bidi-font-family:&quot;Times New Roman&quot;;mso-font-kerning:0pt;mso-ligatures:none; mso-bidi-font-weight:bold\">https:\/\/www.financial-ombudsman.org.uk\/<o:p><\/o:p><\/span><\/u><\/p>\n<p class=\"MsoNormal\" style=\"line-height:107%\"><b><span style=\"font-size:11.0pt;line-height:107%;font-family:&quot;Calibri&quot;,sans-serif; mso-fareast-font-family:Calibri;mso-bidi-font-family:&quot;Times New Roman&quot;; mso-font-kerning:0pt;mso-ligatures:none\">Let us know if you need any extra help or support.<o:p><\/o:p><\/span><\/b><\/p>\n<p class=\"MsoNormal\" style=\"line-height:107%\"><span style=\"font-size:11.0pt; line-height:107%;font-family:&quot;Calibri&quot;,sans-serif;mso-fareast-font-family:Calibri; mso-bidi-font-family:&quot;Times New Roman&quot;;mso-font-kerning:0pt;mso-ligatures:none; mso-bidi-font-weight:bold\">We are committed to providing a complaints service that is accessible to all our&nbsp;<\/span><span style=\"font-family: Calibri, sans-serif; font-size: 11pt; font-style: inherit; font-weight: inherit;\">customers.<\/span><\/p>\n<p class=\"MsoNormal\" style=\"line-height:107%\"><span style=\"font-size:11.0pt; line-height:107%;font-family:&quot;Calibri&quot;,sans-serif;mso-fareast-font-family:Calibri; mso-bidi-font-family:&quot;Times New Roman&quot;;mso-font-kerning:0pt;mso-ligatures:none; mso-bidi-font-weight:bold\">If you will have any difficulties with any elements of the process that is outlined&nbsp;<\/span><span style=\"font-family: Calibri, sans-serif; font-size: 11pt; font-style: inherit; font-weight: inherit;\">above, or if there are circumstances that might mean&nbsp;<\/span><span style=\"font-family: Calibri, sans-serif; font-size: 11pt; font-style: inherit; font-weight: inherit;\">we need to change the way in&nbsp;<\/span><span style=\"font-family: Calibri, sans-serif; font-size: 11pt; font-style: inherit; font-weight: inherit;\">which we handle your complaint then please let us&nbsp;<\/span><span style=\"font-family: Calibri, sans-serif; font-size: 11pt; font-style: inherit; font-weight: inherit;\">know when you tell us about your&nbsp;<\/span><span style=\"font-family: Calibri, sans-serif; font-size: 11pt; font-style: inherit; font-weight: inherit;\">complaint.<\/span><\/p>\n<p class=\"MsoNormal\" style=\"line-height:107%\">\n<\/p><p class=\"MsoNormal\" style=\"line-height:107%\"><span style=\"font-size:11.0pt; line-height:107%;font-family:&quot;Calibri&quot;,sans-serif;mso-fareast-font-family:Calibri; mso-bidi-font-family:&quot;Times New Roman&quot;;mso-font-kerning:0pt;mso-ligatures:none; mso-bidi-font-weight:bold\">&nbsp;<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-fa1d3e8 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"fa1d3e8\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-ad2693b\" data-id=\"ad2693b\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Complaints Form Premium Mortgage Services is a trading name of Sabir Services Ltd who are an Appointed Representative of PRIMIS Mortgage Network, a trading name of TenetLime Ltd. TenetLime Ltd is authorised and regulated by the Financial Conduct Authority. We are committed to providing a professional service to all our customers. If you are unhappy [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"site-sidebar-layout":"no-sidebar","site-content-layout":"page-builder","ast-site-content-layout":"full-width-container","site-content-style":"unboxed","site-sidebar-style":"unboxed","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"disabled","footer-sml-layout":"","ast-disable-related-posts":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"set","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":""},"class_list":["post-2193","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/premium-mortgages.co.uk\/index.php?rest_route=\/wp\/v2\/pages\/2193","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/premium-mortgages.co.uk\/index.php?rest_route=\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/premium-mortgages.co.uk\/index.php?rest_route=\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/premium-mortgages.co.uk\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/premium-mortgages.co.uk\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=2193"}],"version-history":[{"count":20,"href":"https:\/\/premium-mortgages.co.uk\/index.php?rest_route=\/wp\/v2\/pages\/2193\/revisions"}],"predecessor-version":[{"id":2291,"href":"https:\/\/premium-mortgages.co.uk\/index.php?rest_route=\/wp\/v2\/pages\/2193\/revisions\/2291"}],"wp:attachment":[{"href":"https:\/\/premium-mortgages.co.uk\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=2193"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}