Pay your mortgage

How to pay your mortgage

Help and advice

Useful sources of help and advice on your mortgage

Complaints Procedure

Mars Capital will do its best to provide you with a high level of service and customer care. We have well trained staff to help us achieve that aim. However, there may be occasions when you are not satisfied with our services and may have reasons to complain.

With a view to resolving a customer complaint fairly and promptly, Mars Capital operates an Internal Complaints Procedure which in summary is as follows.

When we receive a complaint from you, we initiate the following in order to resolve your complaint:

We will consider your complaint by the close of business on the third working day after receiving your complaint and, if possible, provide a suitable explanation and/or offer redress as appropriate. If the complaint can be resolved verbally within this timeframe, then Mars will send out a summary resolution communication letter confirming this. This letter will be sent out no later than 2 business days following resolution.

If we cannot resolve your complaint by the third business day we will, within 5 working days, provide you with a written acknowledgement of receipt of your complaint and will also endeavour to provide a resolution by then. If we have been unable to resolve your complaint by this time we will advise you when we expect to be able to reach a conclusion, with the aim of providing a final resolution as soon as possible.

In most cases you will receive a Final Response within 4 weeks of us receiving your complaint. However, in the unlikely event that we have been unable to complete our investigation and provide a response within 4 weeks, we will write to you with an update, explaining the reasons for the delay, along with details of when you can expect to receive our response (latest 8 weeks from receipt of the complaint).

If a final response cannot be completed within eight weeks, we will send you a letter signed by the Head of Department within that period, explaining why we are not in a position to provide a final response and we will advise when we would be able to provide one. We will still inform you that you have a choice to refer the complaint to the Financial Ombudsman Service (FOS) if you are dissatisfied with the explanation for our delay, and we will provide you a copy of the FOS explanatory leaflet.

If you still remain dissatisfied after you have received our final response/summary resolution communication, you will be entitled to refer your complaint to the FOS within 6 months of receipt of the final response/summary resolution communication letter.

The FOS can be contacted as follows:

Financial Ombudsman Service

Exchange Tower

London E14 9SR

Tel: 0800 023 4567 or 0300 123 9123

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

Web: http://www.financial-ombudsman.org.uk