Complaints Procedure

We pride ourselves on offering a service that is second to none and we aim to process your mortgage professionally, confidentially and in the shortest time possible. In the event that you are unhappy with any aspect of our service, please let us know as soon as possible and a senior member of staff will help to resolve your concerns. We have a formal complaints procedure to ensure your complaint is handled fairly and quickly.

The internal complaints handling procedure for Imagine Finance is in accordance with the Financial Conduct Authority guidelines, and is as follows:

Within four weeks of receiving the complaint, we will send you either:
- A Final Response Letter, where we believe we have fully addressed your complaint. We will tell you that you may refer the complaint to the Financial Ombudsman Service (FOS) if you are dissatisfied with the Final Response and that you must do so within six months of the date of the final response. It will also include a copy of the FOS explanatory leaflet.
- A Holding Response. If a Holding Response is sent, it will explain why we are not yet in a position to resolve the complaint and indicate when we will make further contact. This must be within eight weeks of receiving the complaint.
Within a maximum of eight weeks after receiving the complaint we will send you either:
- A Final Response Letter, where we believe we have fully addressed your complaint. We will tell you that you may refer the complaint to the Financial Ombudsman Service (FOS) if you are dissatisfied with the Final Response and that you must do so within six months of the date of the final response. It will also include a copy of the FOS explanatory leaflet.
- A Response Letter which:
  - Explains that we are still not in a position to make a final response, give reasons why not and indicate when we expect to be able to give a final response.
  - Inform you that you may refer your complaint to the FOS if you are dissatisfied with the delay and provide you with a copy of the FOS explanatory leaflet.

THINK CAREFULLY BEFORE SECURING OTHER DEBTS AGAINST YOUR HOME. YOUR HOME MAY BE REPOSSESSED IF YOU DO NOT KEEP UP REPAYMENTS ON A MORTGAGE OR ANY OTHER DEBT SECURED ON IT.

IF YOU ARE THINKING OF CONSOLIDATING EXISTING BORROWING, YOU SHOULD BE AWARE THAT YOU MAY BE EXTENDING THE TERMS OF THE DEBT AND INCREASING THE TOTAL AMOUNT YOU REPAY. For help, go to www.moneyadviceservice.org.uk

We are a broker, not a lender, and will search thousands of products from hundreds of lenders to find the best product for you.

We recommend that you seek independent legal advice before entering into a mortgage contract.

Loans and mortgages are secured on property. The actual rate and fees charged will depend upon your circumstances. Lender fees may apply. Imagine Finance may receive a commission from the lender once you obtain your loan or mortgage. Our fees depend on the product we offer and are shown on the pages of this website.

Calls are recorded for training and compliance purposes. Imagine Finance ® is a trading style of Specialist Financial Services Limited. Registered in England and Wales, No. 05309450. Our registered office is 133 Canalot Studios, 222 Kensal Road, London, W10 5BN.

Specialist Financial Services Limited is authorised and regulated by the Financial Conduct Authority, our firm reference number is 676853. You can check our authorisation here. The FCA does not regulate lending to Limited Companies or LLPs, and some lending to consumers on investment property. Specialist Financial Services Limited is a registered data processor and controller with the Information Commissioners Office. Our registration number Z9631996. Please see our privacy policy for more information about how we process your data.

Imagine Finance ® is a registered trademark of Specialist Financial Services Limited. Reproduction of this website in whole or in part without permission is prohibited.

Complaints Procedure

Contact

Get In Touch