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
2nd Floor
Chancery House
53-64 Chancery Lane
London
WC2A 1QU

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

Your initial consultation is obligation free. There will be a minimum fee for our service of £450, of which £150 is payable when you apply, and we will retain the commission from the lender. Alternatively, you can choose the fee only option which is typically 0.63% of the amount borrowed. The precise amount will depend on your circumstances and loan amount, and will be discussed and agreed before you make an application.

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

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John Charcol is a trading style of Towergate Financial (West) Ltd which is authorised and regulated by the Financial Services Authority. Registered in England No: 02292688.
Registered office: Towergate House, Eclipse Park, Sittingbourne Road, Maidstone, Kent ME14 3EN.
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