Your Rights
Our number one priority is to provide customers with the highest level of service.
However we know that sometimes things can go wrong. Customer feedback helps us understand where things have gone wrong and gives us the opportunity to put them right. It also helps us understand where we need to improve our products and services.
If you have a complaint about your Adviser or the service you received please contact First Complete Ltd.
Post:
Complaint Department,
First Complete Ltd.
Newcastle House, Albany Court,
Newcastle Business Park,
Newcastle Upon Tyne, NE4 7YB.
Phone: 0191 233 4685. We may record and monitor calls.
The Financial Ombudsman Service
If you’re dissatisfied with the response, you can ask the Financial Ombudsman Service for an independent review free of charge.
Post: The Financial Ombudsman Service, Exchange Tower, London. E14 9S
Phone: 0800 023 4567 or 0300 123 9123
Email: complaint.info@financial-ombudsman.org.uk
Alternative Dispute Resolution (ADR) Directive
The ADR directive is European law, which means alternative ways of resolving contractual disputes between consumers and businesses are available. The Financial Ombudsman Service (FOS) is the ADR provider for Financial Services in the UK and will provide a complaint handling service under the ADR Directive in addition to its role as an Ombudsman Service.
Progress FS Ltd has decided to continue dealing with customer’s complaints when they are received rather than pass responsibility to the FOS under the ADR Directive. This does not affect customers’ statutory rights of referral to the FOS as outlined above.
Online Dispute Resolution Platform (ODR). Complaints about Financial Services firms may also be sent to the Online Dispute Resolution website; http://ec.europa.eu/consumers/odr.
Any complaints received via the ODR, will be forwarded to the FOS and then to Progress Financial Services. Complaints received by this method will be treated in the same way as those received through existing means.
making your money go further
YOUR HOME MAY BE REPOSSESSED IF YOU DO NOT KEEP UP REPAYMENTS ON YOUR MORTGAGE
We will charge a fee of £399 for a residential mortgage & £599 for a buy to let mortgage on application. In addition we will also be paid a procuration fee from the lender.
Progress FS Ltd. t/a Progress, registered in England at 283 Church Street, Blackpool, FY1 3PG (number: 04217039). Progress FS Ltd. t/a Progress is an appointed representative of First Complete Limited (number: 05416236), which is authorised and regulated by the Financial Conduct Authority (FRN: 435779) for mortgage and non-investment insurance advice. The Financial Conduct Authority does not regulate conveyancing and surveying services, commercial mortgages, wills, trusts and some forms of Buy to Let mortgages.
We offer advice on residential and Buy to Let mortgages, Mortgage Protection and Home Insurance. *Should you have a need for advice on commercial mortgages, conveyancing and surveying services, wills, trusts and investment planning you will be referred to a third party provider. Neither Progress FS Ltd. t/a Progress nor First Complete Ltd. is responsible for any advice provided by a third party.