How to complain


We’re sorry if things haven’t gone as you expected. By letting us know, we can work with you to understand what’s happened and put it right.

If you haven’t already told us your concerns, please contact us using one of the methods in the ‘Contacting Us’ section below. We’ll need to know:

  • Your name, address and best daytime contact number
  • Your account details
  • What’s gone wrong and when it happened
  • What you’d like us to do to put it right
  • Any other relevant information

Contacting us

Call us 08000 30 40 60 from a landline
Write to us The Mortgage Works
Portman House
Richmond Hill
Bournemouth
BH2 6EP

Our lines are open 8am-5pm Monday to Friday and 9am-5pm Saturdays.
Calls placed to Derbyshire Home Loans Ltd and E-mex Home Funding Ltd will be managed by The Mortgage Works, who act as agents on our behalf.

What happens next?

We'll record your complaint and do all we can to resolve it as quickly as possible. This may involve calling you, so it's important for you to note our calls will display as a 0800 number on some phones.

While regulations allow us 56 days to resolve customer complaints we're committed to resolving these as soon as possible. We'll keep you informed of our progress throughout. Depending on how long it takes to resolve your complaint you'll receive one of the following communications from us:

Communication Type When will I get this? What will it tell me?
Summary Resolution Communication You'll receive this if we've been able to resolve your complaint to your satisfaction within 3 working days following the day we received your complaint. This generic letter will let you know your complaint has been resolved and will tell you about the Financial Ombudsman Service (FOS).
Final Response In addition to a letter acknowledging your complaint; if we've been unable to resolve your complaint within 3 working days, we'll send you our Final Response. This is a more personalised response, which will outline:
  • Details of our investigation
  • Our decision and
  • If applicable, next steps.
It will also provide information about the FOS.

Independent view

If you’re unhappy with our decision and wish to take it further you can ask the Financial Ombudsman Service (FOS) to look at your complaint. This is a free independent service for resolving disputes. While you can refer your complaint to FOS at any time, they will need our consent to investigate complaints where:

  • we haven’t had the chance to put things right
  • we haven’t exceeded the 56-day time limit allowed to issue our Final Response letter

If you decide to refer your complaint after we’ve issued our Final Response, you should do so within 6 months of the date on our Final Response letter.

You can contact them using the details below:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Telephone: 0800 023 4 567 or 0300 1239 123 (from a mobile)
From outside of the UK: +44 20 7964 1000
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk

An alternative online method of accessing the Financial Ombudsman Service is also available, but only for customers who applied for goods and services online and are resident in the European Union. If you choose to submit your complaint in this manner, it will be forwarded to the Financial Ombudsman Service. Although you’re free to use this method to submit your complaint, we would recommend that you go direct to the Financial Ombudsman Service using the details above to save you time in having your complaint reviewed, as it will be received and actioned directly by the Financial Ombudsman Service.

If required, you can access the alternative service at http://ec.europa.eu/odr and you will need to quote our email address: sl.complaints@nationwide.co.uk

Download our guide to what you can expect from us to try and put things right