Complaints procedure

Service standards

We aim to provide a high level service to all our customers but occasionally things can go wrong. When this happens we will do everything we can to put things right and assist you.

What to do if you have a complaint?

If you have a complaint about our service, these can be logged online here.

To make a complaint in writing by post please send your letter to:

Mortgage Gym Limited
Building 3
Riverside Way
Camberley
GU15 3YL

Should you not find the above convenient and wish to use alternative means of communication, we are happy to speak with you by telephone on 0330 900 9900 so you can advise us of your intentions. To make a complaint by email please email us at hello@mortgagegym.com.

Please include your name and address, a means of contact and details of why you are unhappy. This will help us to respond to you as quickly as possible. If we do not have enough information to investigate your complaint we will try and contact you to ask for further details.

If we are unable to resolve your complaint by the close of business the next working day, we will send a written acknowledgement of your complaint to you within 5 working days of its receipt. In our acknowledgement we will advise you of the name and job title of the person who will be dealing with your complaint.

By the end of eight weeks after receipt of your original complaint letter we will send you a final response or a letter explaining why we are still not in a position to issue a final response and advising you of when we expect to be able to do so.

You may after eight weeks, or if you are unhappy with our response to your complaint, contact the Financial Ombudsman Service who may be contacted at Exchange Tower, London, E14 9SR or by telephone on 0800 0234567. Their website is at www.financial-ombudsman.org.uk

If your complaint is regarding a product or service that you have purchased via this website then you can complain directly to the relevant product or service provider responsible for supplying the product or service about which you wish to complain. If you wish to raise a formal dispute you can do so through the European Commission’s Online Dispute Resolution procedure. This procedure will help you to access the appropriate dispute resolution body.

We cannot answer complaints on behalf of a product or service provider or accept responsibility for any such complaints. We recommend that you visit the website of the product or service provider and follow their complaints procedure if you wish to make a complaint against them.