Legal

Complaints procedure

If something has gone wrong, we want to know. Here is how to raise a complaint and what happens next.

[INSERT/CONFIRM COMPLAINTS PROCEDURE TEXT AND FOS REFERENCE]

The wording below is a standard outline. It must be reviewed and confirmed by a compliance-qualified person at One Stop Property Finance Ltd or the principal firm before the site goes live, including which firm handles complaints under the Appointed Representative arrangement.

How to complain

You can raise a complaint by phone on +44 7502 465343, by message on WhatsApp, or in writing to 46 Queen Street, Oadby, Leicester, LE2 4NJ. Please include your name, contact details and a description of what has gone wrong.

What happens next

We will acknowledge your complaint promptly and confirm who is handling it.
We will investigate and aim to issue a final response within eight weeks, in line with FCA rules. [CONFIRM TIMESCALES WITH PRINCIPAL FIRM]
If we cannot resolve it within that period, we will write to explain why and tell you when you can expect a decision.

Financial Ombudsman Service

If you are not satisfied with our final response, or if eight weeks have passed without one, you may be able to refer your complaint to the Financial Ombudsman Service. The service is free to consumers.

Website: financial-ombudsman.org.uk
Telephone: 0800 023 4567
Address: Financial Ombudsman Service, Exchange Tower, London, E14 9SR

Our regulatory status

Premier Financial is a trading style of One Stop Property Finance Ltd, which is authorised and regulated by the Financial Conduct Authority. FCA No. 912714. [INSERT PRINCIPAL FIRM NAME AND FRN]

One Stop Property Finance Ltd is registered in England and Wales at 46 Queen Street, Oadby, LE2 4NJ.

Your home may be repossessed if you do not keep up repayments on your mortgage.