Making a complaint - Financial Services

Your Move is an appointed representative of First Complete Limited, therefore any complaint regarding the advice, arrangement of or service, relating to mortgage or insurance provision is handled by the First Complete Compliance Department.

First Complete Ltd is authorised and regulated by the Financial Conduct Authority for the purpose of arranging and advising on regulated mortgage contracts and non-investment insurance contracts.

We will endeavour to treat you fairly at all times should it become necessary for you to make a complaint against one of our Advisers at Your Move. Our highest priority will be to ensure a quick and satisfactory resolution to your complaint.

Verbal Complaints
If you have complained verbally to your Adviser or a member of their staff, please be aware that the individual who you spoke to will not have been permitted to have a detailed conversation with you about the nature or reason for your complaint. In accordance with First Complete Ltd’s complaint handling procedures, they will have simply passed all your details to the Compliance Team, in order for your complaint to be dealt with as outlined below.

Written Complaints
If you complained in writing then your letter and any associated documentation will have been passed to the Compliance Team to deal as outlined below.

We will deal with complaints received in any form including email. However please be aware that email is not a secure form of correspondence and is equivalent to an open post card. Please avoid putting personal information such as bank details in an email. In order to avoid the risk of identity theft through email we will normally only correspond with you via ordinary post.

The address to write to is:
First Complete Limited
Compliance Department
Newcastle House
Albany Court
Newcastle Business Park
Newcastle upon Tyne
Tel: 0191 2334685

Stage One – Acknowledgement

We will acknowledge your complaint in writing within 5 working days of First Complete Ltd receiving your complaint.

This letter will provide you with contact details for the Department handling your complaint. We may ask you at this stage to sign and return a letter of authority, which will then permit your lender or insurer to divulge information from your file, which we may need during our investigation.

Stage Two – Review

We will carry out an independent review of your complaint and will aim to respond to your complaint promptly and fairly.

It is important that you provide any information or paperwork that will assist First Complete Ltd resolve your complaint as soon as possible.

Stage Three – Processing

We will keep you informed of the progress of your complaint.

  • If we have been unable to resolve your complaint within 4 weeks we will write to you again to explain why our investigation is still in progress and to let you know that we will be in touch again within at least the next 4 weeks.
  • If we are unable to resolve your complaint within 8 weeks of its receipt, we will write to you providing any reasons for the delay, advise you of your right to refer to the Financial Ombudsman Service, and enclose a leaflet which explains how you can do this.

Stage Four – Outcome

We will inform you in writing of the outcome of our investigation. This Final Response letter will also advise:

  • (Where appropriate) the nature and terms of any offer made that we deem to be a fair and reasonable in settlement of your complaint.
  • That if you are not satisfied with the outcome of our investigation you may refer to the Financial Ombudsman Service within six months of the date of our final response. We will also enclose a leaflet explaining how you can do this.