Complaints

Making a complaint

If our service has fallen short of your expectations in any way, please let us know.

You can also complain if you are concerned about how we have collected, used, shared, stored or protected your personal information, or how we have handled a request relating to your data protection rights. You do not need to refer to data protection law or use any particular legal wording.

You can contact us using any of the following methods:

  • Telephone: 020 4525 7754
  • Email: complaints@livemoremortgages.com
  • Post: Complaints, LiveMore Capital, Threeways House, 40-44 Clipstone Street, London, W1W 5DW.

Please provide as much information as you can about your concerns and how you would like us to put things right. If you need help making a complaint or would like us to communicate with you in a particular way, please let us know.

What happens when we receive your complaint

We will always try to resolve your complaint as quickly as possible. If we cannot resolve it straight away, we will acknowledge it in writing within five days of receiving it.

Our acknowledgement will confirm:

  • Our understanding of your complaint, so you can tell us if we have misunderstood anything; and
  • The name and contact details of the person responsible for investigating it.

Our five-day acknowledgement commitment also applies to data protection complaints. In all cases, we will acknowledge a data protection complaint within the legally required period of 30 days.

Our promise to you

We will take your complaint seriously and investigate your concerns thoroughly, fairly and impartially.

We will consider everything you tell us, although we may sometimes need to ask you for further information, evidence or proof of identity or authority before we can complete our investigation.

Where your complaint concerns the handling of personal information, we will make appropriate enquiries without undue delay, keep you informed of our progress and tell you the outcome of our investigation without unnecessary delay.

We aim to provide our final response within four weeks of receiving your complaint. If we need more time, we will explain the reason for the delay, keep you updated and tell you when we expect to provide our response.

How we will tell you about our decision

We will write to you explaining:

  • our understanding of your complaint;
  • the enquiries we have made;
  • our findings and decision;
  • our response to each of the concerns you have raised; and
  • any action we have taken or propose to take.

We will explain our decision clearly and in plain language.

For complaints that fall within the Financial Conduct Authority’s complaint-handling rules, we will provide our final response within eight weeks of receiving your complaint. If we have not completed our investigation within eight weeks, we will write to explain the delay and tell you about your right to refer the complaint to the Financial Ombudsman Service.

Financial Ombudsman Service

If your complaint relates to a financial product or service and:

  • you remain dissatisfied with our final response; or
  • we have not provided our final response within eight weeks,

you may be able to refer your complaint to the Financial Ombudsman Service.

You will normally need to do this within six months of the date of our final response.

Further information is available at:

Website: www.financial-ombudsman.org.uk
Telephone: 0800 023 4567

Calls to this number are free from UK mobiles and landlines.

The Financial Ombudsman Service will generally only consider your complaint after you have received our final response or eight weeks have passed since we received your complaint.

Data Protection ComplaintsIf you are unhappy with how we have handled your personal information or with the outcome of a data protection complaint, you can raise your concern with the Information Commissioner’s Office.

The Information Commissioner’s Office recommends giving us an opportunity to consider and resolve your concerns first. You should normally raise your complaint with the Information Commissioner’s Office within three months of your last meaningful contact with us about the issue.

Further information is available at:

Website: www.ico.org.uk/make-a-complaint
Telephone: 0303 123 1113

If your complaint includes both financial services and data protection concerns, the Financial Ombudsman Service and the Information Commissioner’s Office have different responsibilities. We will explain the relevant escalation rights in our response.