Complaints Procedure

IF YOU ARE UNHAPPY WITH OUR SERVICE

Complete Mortgages (Harrogate) Ltd is an Appointed Representative of PRIMIS Mortgage Network, a trading name of TenetLime Ltd. TenetLime Ltd is authorised and regulated by the Financial Conduct Authority.
We are committed to providing a professional service to all our customers.
If you are unhappy then we want to hear about it so we can try to put things right. With this in
mind, we have the following complaints procedure in place.
You can make a complaint by any reasonable means including telephone, letter, or email.

OUR CONTACT INFOMATION:

• Write to: Complete Mortgages Harrogate Limited, Plane Trees, Kettlesing, Harrogate, HG3
2LB;
• Telephone: 01423 772645 or 07718 539353
• Email: [email protected]
If you prefer, you can also refer your complaint to Tenet Lime Ltd directly using the
following contact details:
• Write to – Tenet Lime Limited, Customer Resolution Team, Ground Floor, Birmingham
Business Park, B37 7YT.
• Telephone: 0121 767 1139
• Email: [email protected]

You can also complain via their website: https://www.primis.co.uk/privacynotices/complaints/
The same section of the website contains more information about PRIMIS’ role in complaints
handling and about how Appointed Representative relationships work.

How we will handle your complaints

Simplified Complaints
We will use this process if:
• your complaint is about a simple matter – that we can look into and solve quickly and easily;
and
• you direct it to us (rather than directly to Tenet Lime Limited) in the first instance.
We will investigate your complaint and aim to resolve it within three business days following
the date of receipt. If you are happy to accept our proposed resolution, we will send you
written confirmation of our investigation.
If you cannot confirm acceptance by the end of the third working day (for example – because
you are not happy with our proposed response or if you are not available to discuss it with us)
then the case will be referred to Tenet Lime Ltd. It will then be handled in line with the
Formal Complaint process outlined below.
If your complaint is more complex or is unlikely to be resolved quickly then we will usually
refer it to Tenet Lime straight away

Formal Complaints

The formal complaints process will be used where:
• we can’t resolve your complaint to your satisfaction within 3 working days: or
• your complaint is likely to involve more complex assessment or investigations; or
• you send your complaint directly to Tenet Lime Ltd rather than to us in the first instance; or
• you ask us to deal with your complaint in this way rather than via a simplified process.
Upon receipt Tenet Lime will acknowledge your complaint promptly and will investigate it
fairly and impartially. They will write to you within 8 weeks to confirm the outcome of their
investigation.
In the unlikely event that their investigation is not complete within eight weeks of receipt of
your complaint they will write to you to explain why and let you know when you can expect
to hear from them. They will also provide details of how to contact the Financial Ombudsman
Service if you are not satisfied with progress.

The Financial Ombudsman Service

If, following Tenet Lime investigation you are still not happy with the outcome you have a
statutory right to refer your complaint to the Financial Ombudsman Service
It is a service free of charge to consumers and you may refer the matter to the Financial
Ombudsman Service (FOS) within six months from the date that you received a final
response to your complaint.
You can contact the service using the following details:
• Telephone 0800 023 4567
• Email: [email protected]
You can also visit their website and refer complaints to them online by visiting.
https://www.financial-ombudsman.org.uk/
Let us know if you need any extra help or support.
We are committed to providing a complaints service that is accessible to all our customers.
If you will have any difficulties with any elements of the process that is outlined above, or if
there are circumstances that might mean we need to change the way in which we handle your
complaint then please let us know when you tell us about your complain