Do you have a complaint?
Our aim is to provide you with the highest level of customer service. If you do experience a problem, we will always seek to resolve it as quickly and efficiently as possible.
Approach your usual point of contact
The first step is for you to approach your usual point of contact. If you are uncertain who this is, then please telephone 01264 334344† and we will be able to put your call through to an appropriate person.
Please provide us with the following information when you contact us:
- your name and address
- full details of your complaint
- your mortgage identification number
- photocopies of any paperwork supporting your complaint (please keep your original copies).
When you contact us about a complaint, we will try to resolve it by the end of the third business day. When we are unable to do so we will:
- confirm receipt of your complaint in writing within 5 working days
- tell you who will be handling your complaint. This may be another specialist area within AMC
- aim to give you a response to your complaint within 10 working days. If we cannot meet this commitment, we will keep you advised of progress and the options available to you at regular intervals in writing at least four and eight weeks after we receive your complaint
- explain the next steps if we are unable to reach an acceptable resolution.
We would always aim to resolve your complaint at this stage. However, if you are not satisfied with the response you receive, your complaint will be referred to an appropriate manager or department for further investigation.
Eligibility for the Financial Ombudsman Service
You may have the right to take your complaint to the Financial Ombudsman Service (FOS), free of charge. The Financial Ombudsman Service will only consider your complaint after you have tried to resolve it with AMC, or AMC have not provided a final response to your complaint within eight weeks of receiving it, so please take up your concerns in the first instance with your AMC Account Manager.
If the events which gave rise to your complaint occurred prior to 1 April 2014 (before which date AMC’s lending agreements were exempt from the Consumer Credit Act and AMC was not regulated by the Financial Conduct Authority) or after 31 March 2016, when AMC ceased to be regulated by the Financial Conduct Authority, AMC does not consider it likely that the FOS will be able to consider these matters, but this is a matter for the FOS to decide.
If you do decide to refer your complaint to the FOS you must do so within six months of receiving AMC’s final response letter. If you do not refer your complaint in time, the FOS will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the FOS believes that the delay was as a result of exceptional circumstances.
In order to refer a complaint to the FOS you must meet the eligibility criteria. The FOS may consider complaints from:
- a private individual
- businesses that are micro-enterprises with a group annual turnover or balance sheet up to €2 million (sterling equivalent) and who have fewer than 10 employees
- a charity which has an annual income of less than £1 million
- a trustee of a trust which has a net asset value of less than £1 million.
For further information
Visit the Financial Ombudsman Service website at: financial-ombudsman.org.uk.
Telephone: 0800 023 4567 or 0300 123 9123 – calls to this number are charged at the same rate as 01 or 02 numbers on mobile phone tariffs. These numbers may not be available from outside the UK – so from abroad please call +44 20 7964 0500
Write to: Financial Ombudsman Service, Exchange Tower, London, E14 9SR.