Complaints procedure
If something hasn't gone the way you expected, here's how to raise it and what happens next.
How to make a complaint
If you're unhappy with the service you've received, please contact Lynsey directly in the first instance, by phone on 07799 771292 or via the contact form, so the matter can be looked into and, where possible, put right.
New Leaf Distribution Limited
As Stepwell Mortgages is an appointed representative of New Leaf Distribution Limited, complaints can also be directed to New Leaf Distribution Limited:
- Email: complaints@newleafgroup.co.uk
- Phone: 01702 431130
- Post: New Leaf Distribution Ltd, 165–167 High Street, Rayleigh, Essex, SS6 7QA
What happens next
We will acknowledge your complaint and aim to resolve it as quickly as possible. In line with FCA rules, we aim to provide a final response within eight weeks of receiving your complaint. If we're unable to resolve it within that time, we'll write to explain why and let you know when you can expect a further update.
The Financial Ombudsman Service
If you remain unhappy with our final response, or if eight weeks have passed and you haven't received one, you have the right to refer your complaint to the Financial Ombudsman Service (FOS), free of charge.
- Website: financial-ombudsman.org.uk
- Phone: 0800 023 4567
- Post: Financial Ombudsman Service, Exchange Tower, London, E14 9SR