Contact UsContact Us

Complaints Procedure

What to Do When We Don’t Get It Right

We’re committed to delivering exceptional customer service at all times. However, if your experience does not meet your expectations, it’s crucial for us to understand why so we can improve. Your feedback is instrumental in helping us enhance our services and ensure we meet your needs more effectively in the future.

If you’re dissatisfied with any aspect of our service, we encourage you to reach out to us. You can contact a member of our customer support team in the following ways:

  • Email – you can send us an email detailing your concerns. We aim to respond promptly and thoroughly
  • Telephone – if you prefer to speak directly with a team member, please call us. We’re available to discuss and address your feedback immediately
  • Letter – you can also write to us at our postal address. We welcome written feedback and promise to consider it carefully

Please find our contact details below:

Complaints Officer
Compliance Department
John Charcol
4th Floor
11 Leadenhall Street
London
EC3V 1LP

Email: complaints@johncharcol.co.uk

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
Exchange Tower
London E14 9SR

Email: complaint.info@financial-ombudsman.org.uk
Phone: 0800 0234 567
Fax: 0207 9641 001

Our factsheet about our client complaint procedure should tell you all you need to know about complaining to John Charcol.

Speak to a mortgage adviser

Fill out the short form below and choose a time that suits you. It’s a no-commitment opportunity for our experts to help you.

"*" indicates required fields

This field is for validation purposes and should be left unchanged.
We ask for your telephone number to ensure we can reach you quickly and personally, providing a more tailored and responsive experience for your needs.
+ Add further comments
Acceptance
Read full disclaimer

By submitting this form, you consent to being contacted by John Charcol for the purposes of progressing your mortgage application.

As John Charcol is part of Pivotal Growth Ltd, you can also choose to hear about other products or services offered within the group that we believe may be helpful to you.

You can change your preferences or opt out at any time. For more details, please read our cookie and privacy statement.

Please tick above if you’d like to receive these communications:

  • No obligation conversation

Ask about a second charge mortgage

"*" indicates required fields

This field is for validation purposes and should be left unchanged.
We ask for your telephone number to ensure we can reach you quickly and personally, providing a more tailored and responsive experience for your needs.
Acceptance
Read full disclaimer

1. First Charge - I understand that a first charge mortgage could be a more cost-effective alternative to a second charge and have considered this before proceeding.

2. Existing Mortgage Product - I am currently tied into a mortgage product with an early repayment charge if I choose to leave this deal early and I have investigated the possibility of a further advance from my existing lender.

3. Product Suitability - I understand that second charge mortgages may not be suitable in all situations and that advice will be provided by our second charge partner “The Loan Partnership” to help determine if this is the right solution for me.

4. Data Sharing Consent - I agree that my name and contact information can be shared with a trusted partner firm – The Loan Partnership – to receive personalised advice on second charge options.

5. Understanding of Risk - I understand the risks associated with securing other debts against my home and my home may be repossessed if I do not keep up repayments on a mortgage or any debt secured against it. I am also aware that by consolidating existing borrowing that I may be extending the terms of the debt and increasing the total amount I repay.

Please tick above if you’d like to receive these communications:

*Please note that neither John Charcol Limited nor its Appointed Representatives are providing mortgage advice as part of this enquiry. Second charge mortgage advice will be provided by The Loan Partnership FCA ref 707809. If you need to investigate first charge mortgage options, please contact John Charcol via this contact form.

  • No obligation conversation