Complaints procedure

Our commitment

We aim to give every client a high standard of service. If something has gone wrong, we want to hear about it so we can put it right. Making a complaint will not affect the way we treat you.

How to make a complaint

You can raise a complaint in whichever way suits you:

• By telephone on 01273 039500
• By email to info@yourmortgageroom.co.uk
• In writing to Your Mortgage Room Ltd, 15 West Street, Brighton, England, BN1 2RL

It helps us if you can include your name and contact details, a description of what went wrong, any relevant dates or reference numbers, and what you would like us to do to put things right.

What happens next

We will acknowledge your complaint promptly and make sure it is investigated fairly by someone with the right experience. We will keep you informed of our progress.

• If we resolve your complaint by the close of the third business day after we receive it, we will write to you to confirm the outcome.
• Otherwise, we will send you a final response within eight weeks of receiving your complaint, or write to explain why we are not yet in a position to do so and when we expect to be.

As an appointed representative of HL Partnership Limited, your complaint may be handled by, or with the involvement of, HL Partnership Limited, which is responsible for our regulated activities.

The Financial Ombudsman Service

If you are not happy with our final response, or if eight weeks have passed since we received your complaint, you may be able to refer it to the Financial Ombudsman Service. The service is free to use and independent. You will normally need to contact the Ombudsman within six months of the date of our final response.

Financial Services Compensation Scheme

You may be entitled to compensation from the Financial Services Compensation Scheme (FSCS) if we cannot meet our obligations. Further information about compensation scheme arrangements is available from the FSCS at www.fscs.org.uk.

Last updated: November 2026