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Need to complain?

Here’s how we’ll handle it.

We're sorry things didn't work out

Tell us what went wrong. We aim to give you the best possible service, but there may be times when we don’t always get it right. Please tell us what went wrong and give us the opportunity to put it right, it will help us to avoid making the same mistakes in future.

Please call 01732 471600, or complete the form below. For more information on our complaints procedure, please read the information below.

What you'll need to know

When making your complaint, please bear in mind:

  • We are not liable for any fees you may need to pay for any third party’s services you may choose to use.
  • If we make a redress payment in respect of your complaint, this will be made directly to you.
  • If a complaint you raise with us has to be forwarded to the correct service provider/lender, we will do so without delay and let you know.

How to get in touch

Call us: 01732 471600
Email us:
Write to us: Complaints, MFB
17 Kings Hill Avenue
Kings Hill
West Malling
ME19 4UA

How we’ll handle your complaint

We’ll always do our best to fix the issue straight away. We will acknowledge your complaint within five working days of having received it.

We aim to resolve your complaint within 15 working days, but please allow us up to eight weeks. If your complaint is complex, we may need more time. If this is the case, we’ll keep you updated.

We’ll give you details of how we intend to resolve your complaint and a note of your complaint reference number.

If we need to call you to find out more, it’s worth knowing that some calls may display as ‘unknown’, ‘private’ or ‘withheld’ on certain handsets. We’ll let you know we’re trying to reach you via email.

We’ll keep you updated regularly, but if you have any questions, please get in touch with our Compliance Officer directly.

When we are in a position to do so, we will send you a final response, which we hope will resolve the complaint to your satisfaction.

Where to take your unresolved complaint

If, for some reason, we have been unable to resolve your complaint within eight weeks, or you are not satisfied with the resolution, you can:

  • Take your complaint to the Financial Ombudsman Service. 
  • Take your complaint to the National Association of Commercial Finance Brokers. 

The Financial Ombudsman Service

The FOS is an independent organisation that sorts out complaints consumers and financial businesses haven’t been able to settle themselves.

If, for some reason, we haven’t been able to resolve your complaint within eight weeks, or you’re not satisfied with our proposed resolution, you may be able to refer your complaint to the Financial Ombudsman Service.

You’ll need to do this within six months of receiving our final response letter.
To find out more about the FOS, visit: 

The National Association of Commercial Finance Brokers

Mortgages for Business is a founder-member of the NACFB. The NACFB aims to provide high standards of service to all customers, and all members are required to sign up to the NACFB Code of Practice. To ensure that your interests are safeguarded, a grievance procedure has been introduced.

If you are not satisfied with our final response, you are invited to write, summarising the basis of your dissatisfaction to the Chief Executive of the NACFB.

To find out more about the NACFB, visit: 

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