Complaints Procedure

Complaints Procedure

The Beautiful Mortgage Company LTD aims to provide exceptional service. If something goes wrong, we want to know about it so we can put things right and improve.

The Beautiful Mortgage Company LTD is an Appointed Representative of Ingard Financial Limited, authorised and regulated by the Financial Conduct Authority (FCA No. 450731).
Ingard Financial Limited Registered Office: Maple House Park West, Sealand Road, Chester, CH1 4RN.

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How to Make a Complaint

If you wish to make a complaint, you may contact us using any of the methods below:

In Writing:
The Beautiful Mortgage Company LTD
74 Dean Court Road
Rottingdean
East Sussex
BN2 7DJ

By Email: [Insert Email]

By Telephone: [Insert Phone Number]

Alternatively, you may submit a complaint directly to:
Ingard Financial Limited Complaints Department
Maple House Park West, Sealand Road, Chester, CH1 4RN.

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Our Complaint Handling Process

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1. Acknowledgement

We will acknowledge your complaint within 5 business days and confirm the next steps.

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2. Investigation

Your complaint will be thoroughly investigated by a member of our team or by Ingard Financial Limited if appropriate. We may contact you for further information to assist in resolving the issue.

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3. Final Response

We aim to issue a final written response within 8 weeks from receipt of your complaint.
This response will explain:

• The outcome of our investigation

• Whether your complaint has been upheld

• Any steps we will take to put things right

• Your right to escalate the complaint if you’re unhappy with the outcome

If we are unable to provide a final response within 8 weeks, we will write to explain why and confirm when you can expect one.

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If You Remain Dissatisfied

Once we issue our final response, or if 8 weeks have passed without resolution, you may refer your complaint to:

The Financial Ombudsman Service (FOS)
Exchange Tower, London, E14 9SR
Website: www.financial-ombudsman.org.uk
Telephone: 0800 023 4567 or 0300 123 9123

You must contact the FOS within 6 months of receiving our final response letter.

The Financial Ombudsman Service is a free and impartial service for resolving disputes between consumers and regulated financial firms.

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Recording & Monitoring

We record all complaints to help improve our services and ensure compliance with FCA requirements.

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Updates to This Procedure

We may revise this Complaints Procedure periodically. The most up-to-date version will always be available upon request or on our website.