Scott Pocklington Financial Services is a trading name of Scott Pocklington who are an Appointed Representative of PRIMIS Mortgage Network, a trading name of First Complete Limited. First Complete 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 with the service you have received, 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.
Write to: 7 Wren Close, Newton Aycliffe, County Durham, DL5 4BG
Telephone: 07947714618
Email: scott@sp-financial.co.uk
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: Here
The same section of the website contains more information about PRIMIS’ role in complaints handling and about how Appointed Representative relationships work.
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.
If your complaint is more complex or is unlikely to be resolved quickly, then we will usually refer it to PRIMIS straight away.
We can’t resolve your complaint to your satisfaction within 3 working days: or
Your complaint is likely to involve more complex assessment or investigations; or
You send your complaint directly to PRIMIS Mortgage Network rather than to us in the first instance; or
You ask us to deal with your complaint in this way rather than via a simplified process.
Upon receipt, PRIMIS will acknowledge your complaint promptly and will investigate it fairly and impartially. They will write to you within 8 weeks to confirm the outcome of their investigation.
In the unlikely event that their investigation is not complete within eight weeks of receipt of your complaint. They will write to you to explain why and let you know when you can expect to hear from them. They will also provide details of how to contact the Financial Ombudsman Service if you are not satisfied with progress.
If, following PRIMIS’ investigation you are still not happy with the outcome you have a statutory right to refer your complaint to the Financial Ombudsman Service.
It is a service free of charge to consumers and you may refer the matter to the Financial Ombudsman Service (FOS) within six months from the date that you received a final response to your complaint.
You can contact the service using the following details:
Telephone: 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk
You can also visit their website and refer complaints to them online by visiting Here
We are committed to providing a complaints service that is accessible to all our customers.
If you will have any difficulties with any elements of the process that is outlined above, or if there are circumstances that might mean we need to change the way in which we handle your complaint then please let us know when you tell us about your complaint.
Scott Pocklington Financial Services is a trading name of Scott Pocklington who are an Appointed Representative of PRIMIS Mortgage Network, a trading name of First Complete Limited. First Complete Limited is authorised and regulated by the Financial Conduct Authority
Scott Pocklington Financial Services (FCA number 974279).
Your home may be repossessed if you do not keep up repayments on your mortgage.
For our mortgage advice services, we will charge a fee depending on what mortgage you need, your financial circumstances, and the complexity of what you want. The amount of the fee will be between £0 and 1% of the value you need to borrow up to, with a maximum of £2,000.
However, the exact amount will be confirmed at the earliest possible convenience. Fees will be requested on application, and any fee paid is non-refundable.
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