Complaints Policy

About Us

Trinity Mortgages Limited is a directly authorised and regulated by the Financial Conduct Authority (FCA). Our FCA registration number is 806693, which can be verified on the FCA Register at www.fca.org.uk/register.

Trinity Mortgages Limited is registered in England and Wales under company number 10737280.

We aim to provide an excellent standard of service at all times. If we fall short of your expectations, please let us know so we can investigate and put matters right promptly and fairly.

A complaint is any expression of dissatisfaction regarding our service, advice, or conduct.

There is no charge for using our complaints process, and making a complaint will not affect how we treat you as a customer.

How to Make a Complaint

You can contact us by any reasonable means, including telephone, post, or email:

  • Write to: Trinity Mortgages Limited, Spectrum House, 2B Suttons Lane, Hornchurch, RM12 6RJ
  • Telephone: 020 3745 7727
  • Email: info@trinityadvice.co.uk

Information We May Need

To help us investigate your complaint as quickly as possible, please provide:

  • Your full name and address
  • Your account, application, or case reference details
  • A clear description of your complaint
  • How you have been affected
  • A contact number and preferred time to reach you
  • If someone is acting on your behalf, your written authority allowing us to speak with them

At Trinity Mortgages Ltd, our aim is to provide you, at all times, with a first class standard of service and the highest standards of advice.  However, there may be occasions when you feel that these objectives have not been achieved.  We take all complaints seriously and will deal with your concerns in the following manner;

  • We will first acknowledge your complaint promptly following receipt, enclosing a copy of these procedures.
  • If you make an oral complaint, our written acknowledgement will set out our understanding of your complaint.
  • If we have reasonable grounds to be satisfied that another firm may be solely or jointly responsible for the concerns arising, we will promptly forward the complaint or the relevant part of it to that firm. We will write to you to confirm our actions and provide contact details of the firm concerned.
  • Where we are able to resolve your complaint by the close of three business days following receipt, and this is to your satisfaction, we will issue a written summary of our findings and conclusion.  If having received this letter you remain dissatisfied, you may refer the issue to the Financial Ombudsman Service (FOS) who can be contacted at: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR, Telephone 0800 0234 567. We will also provide you with a copy of the Financial Ombudsman Service leaflet; ‘your complaint and the ombudsman’.
  • The website address for the Financial Ombudsman Service if required is www.financialombudsman.org.uk
  • If your complaint cannot be resolved by the close of three business days following its

receipt, we will ensure that you are regularly kept informed of our progress with regards to the investigation into your complaint.

  • We will endeavour to send you our Final Decision Letter; addressing your concerns and providing you with our decision within 8 weeks or keep you informed of the progress if it is not resolved before then.
  • Where we are unable to provide you with our Final Decision Letter within 8 weeks, we will

send you confirmation of this in writing along with an explanation as to why we have been

unable to complete our investigations within this time scale. We will confirm when you can

next expect contact from us.

  • At this stage, you will be entitled to refer your complaint to the Financial Ombudsman

Service who can be contacted at: The Financial Ombudsman Service, Exchange Tower,

London, E14 9SR, Telephone 0800 0234 567. We will provide you with a copy of the Financial

Ombudsman Service leaflet; ‘your complaint and the ombudsman’.

The website address for the Financial Ombudsman Service if required is www.financialombudsman.org.uk

  • We will continue to investigate your complaint until we are in a position to send you our Final Decision Letter.
  • If your complaint is upheld, we will provide you with fair compensation for any acts or omissions for which we are responsible, once you have accepted our decision.
  • Once you have received our Final Decision Letter, if you are unhappy with our handling of

your complaint; you can refer the matter to the Financial Ombudsman Service at the address

provided above. You must refer the matter to the Financial Ombudsman Service within 6

months of the date of our Final Decision Letter. A copy of the Financial Ombudsman Service

leaflet ‘your complaint and the ombudsman’ will be included with our Final Decision Letter.

We shall deem the matter closed when:

  • We have resolved your complaint by close three business days from receipt to your

satisfaction, and issued a written summary confirming the outcome of our investigation

  • Our investigation has been completed and a Final Decision Letter has been sent to you, or;
  • Where you have indicated, in writing, acceptance of any earlier response, where

appropriate.