Complaints Procedure

How to complain...

Mortgage Clever always aim to be fair and honest in everything we do, so if you have a complaint about any aspect of our service we're keen to resolve it as quickly as possible. You can contact us is any of the following ways:


By Email: complaints@tfli.us

By Post:

Complaints Manager 

TFLI Limited (on behalf of TFLI (US) Inc)

First Floor Beechwood Court 

Springwood Way

Tytherington Business Park

Macclesfield

Cheshire SK10 2XG

By Telephone: 01625 32 25 55 

How we handle your complaint

Once you've made a complaint, the Compliance Department will log the complaint, send you an acknowledgement and try to resolve the concerns within 3 working days of receipt. The acknowledgement will include the name and contact details of the individual dealing with the complaint. 

We aim to resolve this as soon as possible usually within 15 working days issuing you with a final response. A final response must be issued within these 8 weeks, and we will always keep you updated on the progress of the complaint.

If for some reason we haven't been able to resolve your complaint within 8 weeks, or you're not satisfied with the resolution you can refer your complaint to the Financial Ombudsman Service.

What if you are still dissatisfied with our response?

If you receive a final response letter from us and you're not satisfied with the resolution, you can contact the Financial Ombudsman Service, you'll need to do this within 6 months of receiving our letter

You can contact the Financial Ombudsman Service by writing to:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Telephone: 

0800 023 4567

The phone lines are open between 8am and 5pm, Monday to Friday.

Visit the Web site: www.financial-ombudsman.org.uk 

Or Email: complaint.info@financial-ombudsman.org.uk

Information regarding the service can be found on the Financial Ombudsman website:
http://www.financial-ombudsman.org.uk/publications/consumer-leaflet.htm