Our Complaints Procedure.

How to make a complaint

If you have a complaint about the service you have received from Mortgage Advisory Network, please contact us using any of the following methods:

When making your complaint, please provide:

• Your full name and contact details
• A clear description of your complaint
• The date(s) when the matter you are complaining about occurred
• Copies of any relevant documents
• What outcome you are seeking

What happens next

We will acknowledge your complaint promptly — within 5 business days of receiving it. We will then investigate your complaint thoroughly and fairly.

We aim to resolve all complaints within 8 weeks. If we cannot resolve your complaint within this timeframe, we will write to explain why and let you know when we expect to be able to provide a final response.

Our final response will:

• Set out our understanding of your complaint
• Explain our investigation and findings
• State whether we uphold your complaint, and if so, what remedy we propose
• Advise you of your right to refer the matter to the Financial Ombudsman Service

The Financial Ombudsman Service

If you are not satisfied with our response, or if we have not resolved your complaint within 8 weeks, you have the right to refer your complaint to the Financial Ombudsman Service (FOS).

The Financial Ombudsman Service is a free, independent service for resolving disputes between consumers and financial services businesses.

You must refer your complaint to the Financial Ombudsman Service within 6 months of receiving our final response. After this time, the FOS may not be able to consider your complaint.

Our regulatory status

Mortgage Advisory Network Limited is an appointed representative of H L Partnership Limited which is authorised and regulated by the Financial Conduct Authority. Our FCA registration number is 9740756.

You can verify our registration on the FCA's Financial Services Register at register.fca.org.uk.

This complaints procedure was last reviewed in January 2025.