Brewood Mortgages – Customer Complaints Procedure

At Brewood Mortgages, we want every experience with Clever Financial Solutions Limited and our Appointed Representatives to be positive. However, if something does go wrong, we operate a structured Complaints Procedure to make sure issues are handled fairly, professionally and as quickly as possible.

This document provides a summary of our procedure and explains what you can expect from us.

Our Commitment to You

We are committed to resolving complaints promptly and keeping you informed throughout. Our process works within the following timescales:

Within 3 Business Days – If we can resolve your complaint by the end of the third working day after we receive it, we will do so and confirm this in writing with a Summary Resolution Communication.
Within 5 Business Days – If your complaint requires further investigation, we will acknowledge it in writing within five business days. This will confirm our understanding of the matter and provide the contact details of the person handling your complaint.
After 4 Weeks – If your complaint is not resolved by this stage, we will update you with either our Final Response Letter or a progress report explaining why we are still investigating.
After 8 Weeks – If your complaint remains unresolved, we will write to you with either our Final Response Letter or an update explaining the delay, the reason for it and when we expect to provide a final outcome.

A business day is Monday to Friday, 9am–5pm, excluding bank holidays. Complaints received outside of these hours will be treated as received on the next business day.

How We Handle Complaints

Your complaint will be managed by a suitably skilled and authorised member of staff.
We will communicate clearly, in plain language, at every stage of the process.
When your complaint is resolved, you will receive one of the following:

Summary Resolution Communication – Sent when your complaint is resolved within 3 business days. This confirms the matter is closed and provides details of how to escalate if you remain dissatisfied.

Final Response Letter – Issued once our investigation is complete. This sets out the details of your complaint, explains our findings and confirms whether we uphold or reject the complaint. If redress or compensation is due, we will explain how it has been calculated.

Your Right to the Financial Ombudsman Service

If you remain unhappy after receiving our Summary Resolution Communication or Final Response Letter (or if 8 weeks pass without a final outcome), you may be entitled to refer your complaint to the Financial Ombudsman Service.

You must do this within 6 months of the date of our communication. If you refer your complaint outside this timeframe, the Ombudsman may not be able to consider it unless exceptional circumstances apply.

You will receive full details of how to contact the Ombudsman with our written responses, along with an explanatory leaflet.

Contact details for the Financial Ombudsman Service:

Address: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Telephone: 0300 123 9123
Website: www.financial-ombudsman.org.uk

Your Commitment to Us

To help us resolve your complaint fairly and promptly, we ask that you:

Tell us what happened – Provide as much detail as possible, along with any relevant documents or evidence.
Share your expectations – Let us know what outcome you feel would be fair. While we may not always be able to achieve this, we will explain what we can do and why.
Respond promptly – If we ask for more information, replying quickly helps us resolve matters sooner.
Treat our staff with respect – Our team is here to help and we will always do our best to put things right.

How to Make a Complaint

You can register a complaint with our Complaints Department using any of the following methods:

By post:
Complaints Department
Clever Advice Limited
The Townhouse
114–116 Fore Street
Hertford
SG14 1AJ

By email: compliance@cleveradvice.co.uk

By telephone: 0203 950 5530