Making a complaint

We endeavour to provide you with the highest standards of service, but we understand, sometimes things can go wrong.

If you therefore wish to complain about the service and/or advice provided by Mortgages First Ltd, you should contact PRIMIS Mortgage Network in the first instance.

Mortgages First Limited is an Appointed Representative of PRIMIS Mortgage Network, a trading name of First Complete Limited which is authorised and regulated by the Financial Conduct Authority. Mortgages First Limited as a firm offering financial advice has to be authorised to do so by the Financial Conduct Authority. Once given these permissions, we become known as an Appointed Representative.

With this in mind, if you do wish to make a complaint, please contact us via any of the following routes:

  • In writing: Customer Resolution Team, PRIMIS Mortgage Network, Ground Floor, 3700 Parkside, Birmingham Business Park, Solihull, B37 7YT
  • By telephone: 0121 767 1139 (all calls are recorded)
  • By email: complaints.solihull@primis.co.uk

You can find more information by visiting the PRIMIS Mortgage Network website.

If you cannot settle your complaint with us, you may be entitled to refer it to the Financial Ombudsman Service:

https://www.financial-ombudsman.org.uk/

Please be aware that by clicking onto the above link you are leaving the Mortgages First website. Please note that neither Mortgages First nor PRIMIS Mortgage Network are responsible for the accuracy of the information contained within the linked site accessible from this page.'