Independent & Impartial Broker FCA Regulated: 301060
    East Cheshire Mortgages

    Complaints Procedure

    How to make a complaint and the protections available to you.

    Our Commitment to You

    East Cheshire Mortgages, Suite 12, Charter House, Charter Way, Macclesfield SK10 2NG is authorised and regulated by the Financial Conduct Authority. Our Financial Services Register number is 301060. We are committed to providing a high standard of service and we take any complaint seriously. If you are dissatisfied with a recommendation we have made, you are entitled to make a complaint. We have a complaints procedure that is available on request.

    How to Make a Complaint

    If you wish to register a complaint, please contact us:

    • In writing to: East Cheshire Mortgages, Suite 12, Charter House, Charter Way, Macclesfield SK10 2NG
    • By telephoning: 01625 430444
    • Via Email to: paul@eastcheshiremortgages.co.uk

    We will acknowledge your complaint promptly and review it thoroughly. We aim to resolve all complaints as quickly as possible and will keep you informed throughout the process.

    Financial Ombudsman Service (FOS)

    If you cannot settle your complaint with us, you may be entitled to refer it to the Financial Ombudsman Service (FOS). The Financial Ombudsman Service is available to sort out individual complaints that clients and financial services businesses aren't able to resolve themselves. Further details about the FOS are available on its website: https://www.financial-ombudsman.org.uk/

    Consumer Buy-To-Let mortgages — If you cannot settle your complaint with us then you may be entitled to refer it to the Financial Ombudsman Service.

    Business Buy-To-Let mortgages — If you cannot settle your complaint with us, you will not be entitled to refer it to the Financial Ombudsman Service.

    Financial Services Compensation Scheme (FSCS)

    We are covered by the FSCS. You may be entitled to compensation from the scheme if we cannot meet our obligations. This depends on the type of business and the circumstances of the claim.

    • Insurance advising and arranging is covered for 90% of the claim, without any upper limit.
    • Mortgage advising and arranging is covered up to a maximum limit of £85,000.

    As both Consumer and Business Buy-To-Let mortgages are not regulated by the Financial Conduct Authority, you will not have any recourse under the Financial Services Compensation Scheme for these products. Further information about compensation scheme arrangements is available from the FSCS on its website at https://www.fscs.org.uk/