From 1st July the Council of Mortgage Lenders is integrated into a new trade association, UK Finance. For the time being, all UKF mortgage information will continue to be published on this website, and UKF member-only mortgage information will only be available here.

UK Finance represents around 300 firms in the UK providing credit, banking, markets and payment-related services. The new organisation takes on most of the activities previously carried out by the Asset Based Finance Association, the British Bankers’ Association, the Council of Mortgage Lenders, Financial Fraud Action UK, Payments UK and the UK Cards Association. Please go to www.ukfinance.org.uk for wider content and updates from UK Finance.

The Financial Conduct Authority (FCA) regulates the financial service industry in the UK. The FCA’s rules cover the way in which the organisations they regulate (including mortgage lenders and mortgage intermediaries) must deal with formal complaints from customers.

What to do if you have a mortgage-related complaint

The first step is to send your complaint to the lender or mortgage intermediary (broker) in writing. FCA rules require them to send a written acknowledgement of your complaint within five business days.The Money Advice Service's complaint guide will help you with your complaint. It features:

  • What you should know before you complain
  • Key steps to take if you want to complain

If the lender or broker cannot make a final decision on your complaint after a month, they must keep you informed. If you are not happy with the final response from them, your complaint may be able to be considered by the Financial Ombudsman Service.

The Ombudsman provides a free and independent advice service for consumers who would like to make a complaint,  phone on 0800 0234 567 (office hours).