Complaints

We're committed to providing excellent service and resolving any concerns

Gascoine Hoare Ltd are an Appointed Representative of PRIMIS Mortgage Network, a trading name of Advance Mortgage Funding Limited. Advance Mortgage Funding Limited 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.

How to Make a Complaint

You can make a complaint by any reasonable means including telephone, letter, or email.

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Write to Us

Gascoine Hoare Ltd
63 Park Road, Hampton Hill
Twickenham, TW12 1HX

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Call Us

020 8979 3582

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Email Us

info@gascoinehoare.co.uk

Alternative Contact - PRIMIS Direct

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

PRIMIS Mortgage Network

Address:
Customer Resolution Team
Ground Floor, Birmingham Business Park
B37 7YT

Phone: 0121 767 1139

Email: complaints.solihull@primis.co.uk

Website: https://www.primis.co.uk/privacy-notices/complaints/

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

The same section of the website contains more information about PRIMIS' role in complaints handling and about how Appointed Representative relationships work.

How We Handle Your Complaints

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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 PRIMIS Mortgage Network) in the first instance

Investigation

We will investigate your complaint and aim to resolve it within three business days following the date of receipt.

Resolution

If you are happy to accept our proposed resolution, we will send you written confirmation of our investigation.

Escalation if Needed

If you cannot confirm acceptance by the end of the third working day, the case will be referred to PRIMIS Mortgage Network for formal handling.

Note: If your complaint is more complex or is unlikely to be resolved quickly then we will usually refer it to PRIMIS straight away.

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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 PRIMIS Mortgage Network 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.

Acknowledgment

Upon receipt PRIMIS will acknowledge your complaint promptly and will investigate it fairly and impartially.

Investigation Period

They will write to you within 8 weeks to confirm the outcome of their investigation.

If Investigation Continues

In the unlikely event that their investigation is not complete within eight weeks, they will 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.

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.

Contact the Financial Ombudsman Service

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Telephone

0800 023 4567

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Email

complaint.info@financial-ombudsman.org.uk

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Website

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

You can also refer complaints to them online by visiting their website.

Additional Support

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Extra Help & 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 outlined above, or if there are circumstances that might mean we need to change the way in which we handle your complaint, please let us know when you tell us about your complaint.

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Confidentiality

All complaints are handled with complete confidentiality and in accordance with data protection regulations.

Your complaint will not affect any future services you may require from us.

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Response Times

We aim to acknowledge all complaints within 24 hours and provide regular updates on progress.

We will keep you informed throughout the investigation process.

Quick Reference Guide

Step 1: Contact Us

Phone, email, or write to us with your complaint

Within 24 hours - Acknowledgment

Step 2: Investigation

We investigate and aim to resolve simple complaints

Within 3 business days - Simple complaints

Step 3: Formal Process

Complex complaints referred to PRIMIS for formal investigation

Within 8 weeks - Final response

Step 4: Ombudsman

Free independent review if you're still not satisfied

Within 6 months - Of final response