Complaints Procedure

We aim to provide a high standard of service at all times. If you’re ever unhappy with any aspect of our service, we want to hear about it so we can put things right.

How to complain

You can contact us by:

  • Phone: 01273 722122
  • Post: Pure Mortgage Ltd, 1 Blatchington Road, Hove, East Sussex, BN3 3YP
  • Email: info@pure-mortgage.co.uk

What happens next

  • We will acknowledge your complaint promptly and investigate it fully.
  • We will send you a final response as soon as possible, and in any case within 8 weeks of receiving your complaint.
  • If we cannot resolve your complaint within this time, we will write to explain why and let you know when we expect to have an answer.

If you’re not satisfied

If you remain dissatisfied with our final response, or if 8 weeks have passed without a resolution, you have the right to refer your complaint free of charge to the Financial Ombudsman Service (FOS):

You must normally refer your complaint to the Financial Ombudsman Service within 6 months of the date of our final response.