At Riviera Mortgages, we’re dedicated to providing exceptional service and advice. However, should you have any concerns or dissatisfaction with our mortgage advice services, we encourage you to inform us. This page outlines our internal procedure for the efficient and fair handling of complaints. We provide a copy of this document upon request, on our website, and when acknowledging a complaint, free of charge.
What Constitutes a Complaint at Riviera Mortgages?
A complaint is regarded as any oral or written expression of dissatisfaction, from or on behalf of a person, about the provision or failure to provide a financial service by our firm. This includes issues that could lead to financial loss, distress, or inconvenience and fall under the jurisdiction of the Financial Ombudsman Service.
How to Make a Complaint
You can lodge a complaint via letter, telephone, email, or in person.
Handling and Resolution of Complaints
Upon receiving a complaint, it will be promptly forwarded to a Compliance Officer at Riviera Mortgages who will ensure that your complaint is addressed promptly and fairly.
Contact Details for Making a Complaint Compliance Department
Riviera Mortgages
26 Walnut Road,
Torquay, Devon. TQ2 6HS
Telephone: 01803 500190
Email: enquiries@rivieramortgages.co.uk
Summary Resolution Communication
If we resolve your complaint by the third business day after receiving it, we will issue a Summary Resolution Communication. This document will be clear, fair, and not misleading, acknowledging your complaint and detailing our resolution.
Referring to the Financial Ombudsman Service
If you’re dissatisfied with our resolution or decision, you have the right to refer the matter to the Financial Ombudsman Service within 6 months of our Summary Resolution Communication.
The Financial Ombudsman Service
Exchange Tower
London E14 9SR
Telephone number: 0800 023 4 567
Further information is available on the Ombudsman’s website: http://www.financial-ombudsman.org.uk/
Investigating Your Complaint
Your complaint will be investigated by a competent and unbiased individual. We may request additional information or documentation from you to assist with our investigation.
Keeping You Informed
If we cannot resolve your complaint within three business days, we will keep you regularly informed of our progress, including any delays and the expected time frame for resolution.
Final Response
Once our investigation is complete, we will issue a Final Response letter, detailing our investigation, decision, and any offer of remedial action or redress.
Record Keeping
We maintain records of all complaints and their resolutions for three years from the date of receipt.
Rest assured, at Riviera Mortgages, we take all complaints seriously and conduct a thorough review to ensure fair resolution.