We are committed to delivering an exceptionally high standard of service. If you ever find reason to express a complaint, we value the opportunity to address it with objectivity, fairness, and in a timely manner. Your feedback is important to us, and we strive to handle complaints efficiently. The outlined procedure below provides insights into how we manage complaints and the assurances we offer to you. We encourage you to reach out if you have any concerns about our services.

How to tell us if you have a complaint?

To help us investigate and resolve your issue as quickly as possible, you can contact us by telephone or in writing. The most appropriate person will handle your complaint in the quickest possible time.

Our complaints contact details are:

Telephone: 07360 198 995

Email: info@dicksonmortgage.co.uk

By letter to:
Dickson Mortgages
7 Mare Street
Hackney
London
E8 4RP

What information do we need to address your complaint?

To facilitate a swift resolution of your complaint, we kindly request that you furnish the following details:

Your complete name and preferred contact information
Comprehensive information outlining the nature of your complaint
Copies of pertinent emails or paperwork related to the matter
Your expectations regarding the corrective measures you would like us to take
Any additional information that you believe might be pertinent to the issue

Your cooperation in providing these details will assist us in addressing your concerns effectively.

What we do if we receive a complaint from you?

While we strive to resolve complaints immediately, there are instances where immediate resolution may not be feasible. In such cases, we adhere to the following complaint resolution process:

Complaint Resolution Process:
Your case reference will be identified by your order/contract number.
You will be provided with the name and title of the designated person handling your complaint.
A written acknowledgment will be sent to you within three business working days upon receiving your complaint.
We may reach out for further clarification on specific points, if necessary.
A comprehensive internal investigation, involving third parties where relevant, will be conducted to address your complaint.
Throughout the process, we will keep you informed and provide regular updates on the progress made.
Our findings and proposed response will be discussed with you.
Our objective is to deliver our final written response within ten working days, ensuring a resolution within a maximum period of eight weeks.

This structured approach is designed to ensure transparency, effective communication, and a timely resolution of your concerns.

Investigation

The Customer Resolutions Department will collaborate with pertinent department managers to ascertain the nature and extent of your complaint. Their commitment includes:

Addressing complaints promptly and equitably
Providing complainants with clear responses and, when applicable, ensuring fair redress

Final Response

This will transparently articulate our decision and the underlying reasons for it, along with any necessary actions we will undertake to rectify the situation, if deemed appropriate.

Complaints settled within 3 business days

Complaints resolved to your satisfaction within 3 business days are documented and communicated in a distinct manner. In such instances, where we deem the complaint as resolved under this provision, we will promptly send you a Summary Resolution Communication. This written communication from us will:

Acknowledge your complaint and notify you that we now view the matter as resolved to your satisfaction.

Inform you that should you later determine dissatisfaction with the resolution, you may have the option to refer the complaint back to us for additional consideration.

Closing a complaint

We will regard a complaint as closed upon providing our ultimate response to you. This, however, does not hinder your ability to exercise any rights you may possess.