Complaints Procedure

We will treat your complaint seriously and aim to investigate it fairly, thoroughly and as quickly as possible.

1. About us

• Company name: Harmony House Mortgages Ltd
• Address: Sterling House C2 Chartwell Point, Chartwell Drive, Leicester, Leicestershire, LE18 2FT
• Company number: 13967495
• Telephone: 07507 671097 
• Email: Bina@harmonyhousemortgages.com or Tajal@harmonyhousemortgages.com

Harmony House Mortgages Ltd is an appointed representative of The Right Mortgage Limited, which is authorised and regulated by the Financial Conduct Authority.

2. How to make a complaint

You can make a complaint verbally or in writing. You may contact Harmony House Mortgages Ltd using the details above or contact our regulatory principal directly:

By post:
Compliance Director, The Right Mortgage & Protection Network, St Johns Court, 70 St Johns Close, Knowle, Solihull, B93 0NH

• By email: compliance@therightmortgage.co.uk
• By telephone: 01564 732 744

You can complain to the Information Commissioner's Office (ICO) if you are unhappy with how we have used your data.

Information Commissioner's Office
Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF
Helpline: 0303 123 1113
Website: www.ico.org.uk

There is no charge for making a complaint.

3. Information to include

To help us investigate your complaint, please provide:

• Your full name and contact details.
• Details of the adviser or service involved.
• Your mortgage, insurance or application reference, if applicable.
• A clear description of what happened.
• The dates of any relevant events or communications.
• Copies of any documents or correspondence that may assist.
• Details of what you would like us to do to resolve the matter.

Please do not worry if you do not have all this information. We will still consider your complaint and may contact you if further details are required.

4. What happens after a complaint is received?

Once a complaint has been received, it will be recorded and referred to the appropriate person for investigation. We will:

• Acknowledge your complaint promptly.
• Confirm who is responsible for investigating it.
• Review the relevant records, documents and communications.
• Contact you if further information or clarification is required.
• Keep you reasonably informed about the progress of the investigation.
• Consider the complaint fairly and impartially.
• Explain our findings and any action we propose to take.

Where appropriate, we may work with The Right Mortgage & Protection Network, a lender, insurer or another product provider when investigating the complaint.

5. Complaints resolved within three business days

If your complaint can be resolved to your satisfaction within three business days following the day it was received, you will be sent a written summary resolution communication. This will confirm:

• That the complaint has been resolved.
• The outcome of the complaint.
• That you may refer the matter to the Financial Ombudsman Service if you remain dissatisfied.
• How to contact the Financial Ombudsman Service.

6. Complaints requiring further investigation

If the complaint cannot be resolved within three business days, you will receive a written acknowledgement. A full investigation will then be completed. We will aim to provide a final response as quickly as possible and no later than eight weeks after receiving the complaint.

The final response will:

• Summarise the complaint.
• Explain the investigation undertaken.
• Set out our findings and conclusions.
• Confirm whether the complaint has been accepted or rejected.
• Explain any corrective action or redress being offered.
• Provide details of the Financial Ombudsman Service.

If we are unable to provide a final response within eight weeks, we will explain the reason for the delay and confirm when we expect to complete the investigation. We will also explain your right to refer the complaint to the Financial Ombudsman Service.

7. Possible outcomes

Depending on the findings of the investigation, we may:

• Uphold the complaint in full.
• Uphold the complaint in part.
• Reject the complaint and explain our reasons.
• Apologise for an error or poor service.
• Correct inaccurate information or administrative mistakes.
• Take steps to complete or correct outstanding work.
• Offer appropriate financial or non-financial redress.
• Review our procedures, training or controls to help prevent a recurrence.

Any redress offered will be assessed fairly and according to the circumstances of the complaint.

8. Financial Ombudsman Service

If you are dissatisfied with our final response, or if eight weeks have passed since your complaint was received and you have not received a final response, you may be eligible to refer the complaint to the Financial Ombudsman Service.

The Financial Ombudsman Service is an independent service established to resolve complaints between eligible complainants and financial businesses. Its service is free to consumers. You will normally need to refer your complaint to the Financial Ombudsman Service within six months of the date of our final response.

• Address: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
• Telephone: 0800 023 4567
• Website: financial-ombudsman.org.uk
• Online complaint form: financial-ombudsman.org.uk/consumers/how-to-complain

Further information about eligibility and applicable time limits is available directly from the Financial Ombudsman Service.

9. Accessibility and additional support

We want our complaints procedure to be accessible. Please tell us if you:

• Would like information in a different format.
• Need us to communicate with you in a particular way.
• Require additional time or support.
• Would like an authorised representative, friend or family member to assist you.
• Have health, financial or personal circumstances that we should consider.

We will make reasonable adjustments and provide appropriate support wherever possible.

10. Confidentiality and personal information

Information provided as part of a complaint will be handled confidentially and in accordance with applicable data-protection legislation. We may share relevant information with The Right Mortgage & Protection Network, professional advisers, insurers, lenders, regulators, the Financial Ombudsman Service or other organisations where this is necessary to investigate or resolve the complaint or meet our legal and regulatory obligations. For further information about how we use personal information, please read our privacy notice.

11. Continuous improvement

Complaints provide valuable feedback about our services. We record and review complaints to identify recurring issues, improve our procedures, support staff training and reduce the likelihood of similar problems arising in the future.