Phone

07821 725546

Email

info@mooneyfinancialservices.com

Complaints Procedure

Mooney Financial Services Ltd are an Appointed Representative of PRIMIS Mortgage Network, a trading name of First Complete Limited. PRIMIS Mortgage Network 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, we want to hear about it so we can 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 Information

Mooney Financial Services Ltd
35 Tullycullion Road, Donaghmore,
Co. Tyrone, BT70 3LY

Contacting PRIMIS Directly

If you prefer, you can also refer your complaint directly to PRIMIS using the following contact details:

The PRIMIS website contains more information about PRIMIS’ role in complaints handling and how Appointed Representative relationships work.

How We Handle Complaints

Simplified Complaints

We will use this process if:

  • Your complaint is about a simple matter that we can solve quickly and easily; and
  • You direct it to us (rather than directly to PRIMIS Mortgage Network) 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 with 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 are unavailable to discuss it with us), the case will be referred to PRIMIS Mortgage Network. It will then be handled in line with the Formal Complaint process outlined below.

If your complaint is more complex or unlikely to be resolved quickly, we may refer it to PRIMIS straight away.

Formal Complaints

The formal complaints process will be used where:

  • We can’t resolve your complaint to your satisfaction within three working days; or
  • Your complaint is likely to involve more complex assessment or investigations; or
  • You send your complaint directly to PRIMIS Mortgage Network; or
  • You ask us to deal with your complaint in this way rather than via the simplified process.

Upon receipt, PRIMIS will acknowledge your complaint promptly and investigate it fairly and impartially. They will write to you within eight weeks to confirm the outcome of their investigation.

In the unlikely event that their investigation is not complete within eight weeks, PRIMIS 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 PRIMIS’ investigation, you are still not happy with the outcome, you have a statutory right to refer your complaint to the Financial Ombudsman Service (FOS).

This is a free, independent service, and you may refer your complaint within six months of receiving a final response.

Accessibility and Support

We are committed to providing a complaints service that is accessible to all our customers.

If you need any extra help or support, or if there are circumstances that mean we should change the way we handle your complaint, please let us know when you contact us.