Making A Complaint

As an organisation we regret the fact that any customer should feel the need to make a complaint but understand that from time to time the quality of our services may not meet the expectations of some customers.

We are sorry you've felt you need to complain, but letting us know when you're unhappy gives us an opportunity to put matters right for you and improve our processes moving forward.

CUSTOMER COMPLAINT HANDLING PROCESS

All Types of Mortgages Limited (AToM) is an appointed representative of In Partnership the trading name of The On-Line Partnership Limited, which is authorised and regulated by the Financial Conduct Authority. The On-Line Partnership Limited’s Financial Services Register number is 192638.

We will follow the process below in attempting to resolve your issue:

Working day 1-             

When AToM is notified of a complaint we will record the details and, if we can resolve the matter there and then, we will.  

Working day 2-            

If we haven’t resolved the matter, because it needs more investigation, we will acknowledge the situation in writing, send you a copy of this process and explain the next steps.

The matter will be escalated to our Network, who will duly implement their “Customer Disputes Resolution Process” – A copy of which can be found here - Complaints Brochure

It is our commitment to work with the Network to keep you informed about the progress of the investigation of the complaint. You may request an update at any time.

Contact details for the Network are:

The Compliance Department, On-Line House, 50-56 North Street, Horsham, West Sussex, RH12 1RD

By phone…      Telephone 01403 214 200

By email…       email complaints@olpg.co.uk

End of week 4-             

If the complaint is not resolved within a four week period our Network will write to you confirming this and duly explain the reasons for the delay.

End of week 8-             

If the Network, in conjunction with AToM, is still unable to resolve your complaint within eight weeks, the Network will write to you confirming this. An explanation will be offered, with reasons for the delay, and permission requested to continue their investigation.

At this stage the Network will remind you of your right to refer the complaint to the Financial Ombudsman Service with details of how to do this.

Final Decision

As soon as the investigation has been completed you will be written to by the Network providing a full explanation of the investigation and setting out their findings and why they have reached their decision. The findings will either be that you had “cause” to complain or “no cause” to complain.

USEFUL INFORMATION

All Types of Mortgages Limited contact details are:

AToM House, 24 Carfax, Horsham, West Sussex.  RH12 1EB

Telephone - 01403 27 26 25

 

 

The Financial Ombudsman Service Contact details are:

The Financial Ombudsman Service, Exchange Towers, London
E14 9SR

Monday to Friday – 8am to 8pm
Saturday – 9am to 1pm

0800 023 4 567 - calls to this number are now free on mobile phones and landlines
0300 123 9 123 - calls to this number cost no more than calls to 01 and 02 numbers

These numbers may not be available from outside the UK – so please call us from abroad on +44 20 7964 0500.

Email – complaint.info@financial-ombudsman.org.uk

Website – www.financial-ombudsman.org.uk



Head Office
AToM House, 24 Carfax
Horsham, West Sussex
RH12 1EB

Tel: 01403 272625

Fax: 01403 211200

Email:service@atomltd.co.uk

Disclaimer::
All Types of Mortgages Ltd (AToM) are an appointed representative of The On-Line Partnership Ltd which is authorised and regulated by the Financial Conduct Authority. © AToM (All Types of Mortgages Ltd) 2016.



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