How to Complain…
IMS Financial are an appointed representative of PRIMIS Mortgage Network, a trading name of First Complete Ltd which is authorised and regulated by the Financial Conduct Authority.
IMS Financial is a trading name of IMS (Watford) 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.
We 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:
IMS Financial,
Suite 8, Heronslea House,
High Street, Bushey,
Hertfordshire
WD23 3HH
Telephone: 020 8421 5811
Email: admin@ims-uk.net
If you prefer, you can also refer your complaint to PRIMIS directly using the following contact details:
PRIMIS Mortgage Network,
Customer Resolution Team,
Ground Floor,
Birmingham Business Park,
B37 7YT.
Telephone: 0121 767 1139
Email: 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.
Mortgages & Protection
Here at IMS Financial we are passionate about connecting our clients with financial products that truly suits them.
- Friendly advisers with a wealth of knowledge
- Access to a wide range of products
- Trusted and stress-free financial advice
How we will handle your complaints
Simplified 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. We will investigate your complaint and aim to resolve it within three business days following the date of receipt. If you are happy to accept our proposed resolution, we will send you written confirmation of our investigation.
If you cannot confirm acceptance by the end of the third working day (for example – because you are not happy with our proposed response or if you are not available to discuss it with us) then the case will be referred to PRIMIS Mortgage Network. It will then be handled in line with the Formal Complaint process outlined below.
If your complaint is more complex or is unlikely to be resolved quickly then we will usually refer it to PRIMIS straight away
Formal Complaints
The formal complaints process will be used where:
- we can’t resolve your complaint to your satisfaction within 3 working days: or
- your complaint is likely to involve more complex assessment or investigations; or
- you send your complaint directly to PRIMIS Mortgage Network rather than to us in the first instance; or
- you ask us to deal with your complaint in this way rather than via a simplified process
Upon receipt PRIMIS will acknowledge your complaint promptly and will investigate it fairly and impartially. They will write to you within 8 weeks to confirm the outcome of their investigation.
In the unlikely event that their investigation is not complete within eight weeks of receipt of your complaint they will write to you to explain why and let you know when you can expect to hear from them. They will also provide details of how to contact the Financial Ombudsman Service if you are not satisfied with progress.
The Financial Ombudsman Service
If, following PRIMIS’ investigation you are still not happy with the outcome you have a statutory right to refer your complaint to the Financial Ombudsman Service.
It is a service free of charge to consumers and you may refer the matter to the Financial Ombudsman Service (FOS) within six months from the date that you received a final response to your complaint.
You can contact the service using the following details:
Telephone 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk
You can also visit their website and refer complaints to them online by visiting.
https://www.financial-ombudsman.org.uk/
Access to a wide range of products from over 70 lenders
A family-run business offering friendly and personal advice.
IMS Financial is an appointed representative of PRIMIS
Important
For our mortgage advice services, we will charge a fee of between £0.00 and £495.00. The level of the fee will be determined by the complexity of the enquiry and the duration of research required to assess your needs and provide a suitable recommendation.