Yes Mortgage Services Limited – Customer Complaints Procedure

Hopefully, all your dealings with Yes Mortgage Services Limited will be positive. However, if things go wrong, we operate a structured Complaints Procedure in partnership with our Principal firm, HL Partnership Limited, to get things back on track.

This procedure ensures that your concerns are handled fairly, effectively, and promptly, in line with the FCA’s Consumer Duty and DISP regulations.

How to reach out

If you are unhappy, please speak to us first. We may be able to resolve the issue immediately. You can contact your adviser directly or reach our local office at:

• Phone: 0800 612 5596
• Email: [email protected]
• Post: The Old Barn, Brooklands Farm, Mannington, Dorset, BH21 7JU

Please Note: For a formal investigation and a legally binding “Final Response,” your complaint will be managed by the Compliance Department at HL Partnership Limited. You can contact them directly if you prefer:

• Email: [email protected]
• Phone: 03300 552 651
• Address: HL Partnership Limited, 6 Merus Court, Meridian Business Park, Leicester, LE19 1RJ.

Our Commitment to You

We work within the following strict regulatory timescales:

• Three Business Days: If we can resolve the matter by the close of business on the third working day, we will send you a Summary Resolution Communication.
• Five Business Days: If we need more time, we will send a formal acknowledgment letter within five business days, identifying the specific person at HL Partnership who is investigating your case.
• Four Weeks: If not yet resolved, you will receive a progress report.
• Eight Weeks: By this point, we must send you a Final Response Letter or a formal explanation as to why we still cannot provide one, along with your rights to escalate the matter.

What is a “Final Response”?

Once the investigation is complete, HL Partnership will issue a letter that will:

1. Uphold the complaint (agree with you) and offer redress or an apology; or
2. Reject the complaint and explain exactly why.

The Financial Ombudsman Service (FOS)

If you remain dissatisfied after our Final Response (or if 8 weeks have passed), you have the right to refer your complaint to the Financial Ombudsman Service.

Important: You must refer your complaint to the Ombudsman within 6 months of the date on our Final Response Letter.

• Website: www.financial-ombudsman.org.uk
• Telephone: 0800 023 4567 (or 0300 123 9123)
• Address: Exchange Tower, Harbour Exchange, London, E14 9SR.

Links to Other Policies

• For concerns regarding how we handle your personal information, please see our [Data Protection Complaints Policy].
• For a general overview of your privacy rights, please see our [Privacy Policy].

Your Role in the Process

To help us resolve things quickly, we ask that you:

• Provide Details: Tell us what happened and provide any relevant documents.
• Suggest a Solution: If there is a specific outcome you are looking for, please let us know.
• Respond Promptly: If we need more information, coming back to us quickly helps us meet our deadlines.