M A Mortgages are an appointed representative of Primis Mortgage Network, a trading name of Advance Mortgage Funding Limited. Advance Mortgage Funding Limited is authorised and regulated by the Financial Conduct Authority.
We are committed to providing a professional service to all our customers. If you are unhappy then we want to hear about it so we can try to put things right. With this in mind, we have the following complaints procedure in place.
You can make a complaint by any reasonable means including telephone, letter, or email.
Our contact information:
Write to: M A Mortgages, 107-111 Fleet Street, London, EC4A 2AB
Telephone: 020 7459 4119
Email: info@mamortgages.co.uk
If you prefer, you can also refer your complaint to PRIMIS directly using the following contact details:
Write to: PRIMIS Mortgage Network, Customer Resolution Team, Ground Floor, Birmingham
Business Park, B37 7YT.
Telephone: 0121 767 1139
Email: complaints.solihull@primis.co.uk
You can also complain via their website: https://www.primis.co.uk/privacy-notices/complaints/
The same section of the website contains more information about PRIMIS’ role in complaints handling
and about how Appointed Representative relationships work.
How we will handle your complaints
Simplified Complaints
We will use this process if:
• your complaint is about a simple matter - that we can look into and solve quickly and easily; and
• you direct it to us (rather than directly to PRIMIS Mortgage Network) in the first instance.
We will investigate your complaint and aim to resolve it within three business days following the date of
receipt. If you are happy to accept our proposed resolution, we will send you written confirmation of our
investigation.
If you cannot confirm acceptance by the end of the third working day (for example – because you are not
happy with our proposed response or if you are not available to discuss it with us) then the case will be
referred to PRIMIS Mortgage Network. It will then be handled in line with the Formal Complaint process
outlined below.
Complex Complaints
If your complaint is more complex or is unlikely to be resolved quickly then we will usually refer it to
PRIMIS straight away.