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Legal

Complaints procedure

How to raise a complaint with us, what we will do, and where to go next.

How to raise a complaint

Email enquiries@buytoletfinance.co.uk with the subject line Complaint, or write to us at the address in the footer. Please include your name, contact details, the nature of the complaint, and any reference numbers.

What we will do

  1. Acknowledge receipt within 5 business days.
  2. Investigate the complaint and aim to issue a final response within 8 weeks. We will keep you updated if it takes longer.
  3. If you are not satisfied with our final response, you may escalate to the Financial Ombudsman Service where the complaint relates to a regulated mortgage activity.

Financial Ombudsman Service

Telephone: 0800 023 4567. Web: financial-ombudsman.org.uk. The FOS provides a free, independent service for resolving disputes between consumers and financial firms.