Complaints procedure

What to do when we don’t get it right

We always aim to provide excellent customer service and when that doesn’t happen we want to know why. Listening to you and learning from what you have to say will help us get it right next time, and we need your help to do this.

If you are not happy with service that you have received please contact a member of our team either by e mail, telephone or letter at the following address:

John Charcol
5th Floor Cutlers Exchange
123 Houndsditch
London
EC3A 7PQ

We will then independently investigate the issues that you have raised and advise you of our findings.

Should you be unhappy with the resolution to your complaint you may contact the Financial Ombudsman Service, who can be contacted at the following address:

Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London E14 9SR

Phone: 0845 080 1800
Fax: 020 7964 1001
Email: enquiries@financial-ombudsman.org.uk

Our factsheet about our complaints procedures should tell you all you need to know about complaining to Charcol.

Terms & conditions

Your initial mortgage consultation is obligation free. There will be a minimum fee for our mortgage service of £450, of which £150 is payable when you apply, and we will retain the commission from the mortgage lender. Alternatively, you can choose the fee only option which is typically 0.65% of the amount borrowed. The precise amount will depend on your circumstances and mortgage loan amount, and will be discussed and agreed before you make a mortgage application.

YOUR HOME MAY BE REPOSSESSED IF YOU DO NOT KEEP UP REPAYMENTS ON A MORTGAGE OR ANY DEBT SECURED ON IT

Legals

John Charcol is a trading style of Towergate Financial (West) Ltd, which is authorised and regulated by the Financial Conduct Authority; our registration number is 147692. John Charcol Associates LLP is an appointed representative of Towergate Financial (West) Ltd, which is authorised and regulated by the Financial Conduct Authority.  Registered office: Towergate House, Eclipse Park, Sittingbourne Road, Maidstone, Kent ME14 3EN. Registered in England No: 02292688.  This mortgage site is only directed at persons within the UK.   The FCA does not regulate some investment mortgage contracts.  Calls may be recorded for training and monitoring. Max call charge from a BT landline is 3.9p per minute. Calls from other networks may vary.