Terms and Conditions, Complaints.

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YOUR HOME MAY BE REPOSSESSED IF YOU DO NOT KEEP UP REPAYMENTS ON YOUR MORTGAGE.

Registered in England and Wales - Robin Sladden Mortgages and Protection is a trading name of Dorset Mortgage Group Ltd who are an Appointed Representative of PRIMIS Mortgage Network, a trading name of Personal Touch Financial Services Ltd. Personal Touch Financial Services Ltd is authorised and regulated by the Financial Conduct Authority. -The guidance contained within this website is subject to the UK regulatory regime and is therefore primarily targeted at consumers based in the UK - Registered office address - 10 Herbert Road Bournemouth BH4 8HD UNITED KINGDOM -Registration number - 13513821 

This firm usually charges a fee for mortgage advice payable before application, typically £695, however the amount of the fee will depend upon your needs and circumstances. This will be discussed and agreed with you at the earliest opportunity.

Robin Sladden Mortgages and Protection and Dorset Mortgage Group 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.

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

Our contact information:

• Write to: Dorset Mortgage Group Ltd, 10 Herbert Road, Bournemouth, Dorset, BH4 8HD
• Telephone: 01202 757537 or 07702 876924
• Email: savemoney@dorsetmortgagegroup.co.uk

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

• Write to – PRIMIS Mortgage Network, Customer Resolution Team, Ground Floor, Birmingham Business Park, B37 7YT.
• Telephone: 0121 767 1139
• Email: complaints.solihull@primis.co.uk

You can also complain via their website:

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

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

How we will handle your 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.
• FINANCIAL PROMOTIONS POLICY v5 85