What happens after your instruction
Instruction
Once you’ve signed your instruction forms, you enter a ‘cooling-off period’ allowing you to cancel within 14 days without charge.
Letter Of Complaint
We prepare your complaint and where necessary, look to obtain further evidence in support from you lender. We will provide your lender our letter of complaint which is typically acknowledged within 7 days.
We will confirm acknowledgement of the complaint by email.
Investigation
Your lender has 56 days to investigate our complaint and findings. In some cases, additional time may be provided.
We will notify you when we expect a decision.
Final Decision
We will review your lenders decision and any evidence provided.
This will confirm whether the complaint has been; upheld, upheld in part or rejected.
We will notify you of their decision by email.
Counter Arguments
If your lender rejects your complaint and hasn’t addressed the evidence provided, we will look to highlight this and provide further arguments in support of the complaint.
Where necessary, we will prepare your claim for the Financial Ombudsman Service.
Financial Ombudsman Service
The Financial Ombudsman Service can review complaints where we disagree with the lenders Final Response.
It may take 12 months for an initial decision. We will provide updates by email as the claim progresses to a decision.
Financial Ombudsman Service Assessment
Once we’ve received your instruction, where necessary we will request additional information from your lender to support our claim. We’ll then provide our findings to your lender.
Financial Ombudsman Decision
Where we or your lender rejects the Assessment by an Adjudicator within FOS, the case is passed for a Final Decision by an Ombudsman.
This Final Decision is legally binding with the lender required to adhere to the decision. This process can take up to 6 months from an Assessment depending on your circumstances.
Invoice
Where a claim is successful, a success fee will be payable.
For more information, please see read our fees & charges.
