Zing Mortgages Limited – Customer Complaints Procedure
At Zing Mortgages, we’d like to think that our service always meets our own high-standards of customer service. However, if you feel that something has gone wrong and you wish to complain, we ask that you follow our Customer Complaints Procedure. This is created so that not only you know how to file a complaint, but also that we can ensure your complaint is handled swiftly and appropriately within our compliance.
On this page, you’ll find the detailed process of our Complaints procedure. Following this procedure ensures that complaints are handled fairly, effectively and resolved as soon as possible.
Zing Mortgages’ Commitment to you
PLEASE NOTE: Working Business Days are between Monday to Friday, in the hours of 9am to 5pm (excluding bank holidays). If a complaint is received on a non-business day, or outside business hours (9am-5pm) the complaint will be treated as received on the next business day.
As well as explain how and why we have ‘upheld’ or ‘rejected’. If any settlements or redress is to be awarded, your Final Response Letter will detail how this has been calculated.
Part of our service is to provide you access to the Financial Ombudsman Service set up by Parliament. This is a free service which resolves complaints that consumers and financial businesses are unable to resolve.
If you have been issued with a Summary Resolution Communication OR Final Response Letter (OR if you have not received either within our Eight Week timescale) and are still dissatisfied with the outcome, you have the legal right to approach the Financial Ombudsman Service within 6 months of the date on the letter.
However, if you do not refer your complaint to the Ombudsman within the 6 months, they will not have the permission (from us) to consider your complaint and will only be able to do so within very limited circumstances e.g. if the Ombudsman Service believes that the delay was a result of exceptional circumstances.
We will list details of contacting the Financial Ombudsman Service in our Summary Resolution and Final Response Letters, along with a leaflet outlining how the service works. If you need to seek more information, the Financial Ombudsman Service can be contacted as follows:
Financial Ombudsman Service
Telephone: 0300 123 9123
For Zing Mortgages to resolve complaints swiftly and fairly, we will ask you for the following:
Explain what happened – In order for us to understand your complaint, you will need to explain exactly what happened in great detail. You can provide your side of the story, along with documents and information that will help our internal investigation. You can provide this through post, email, verbally or by any other means that you may prefer.
Help us Find the Solution – For both you and us, it’s important that complaints are resolved agreeably. So, if you can think of a reasonable outcome you believe is suitable, please inform us and we will internally assess the capabilities of this. Whilst we may not always be able to resolve the complaint in a way that you believe is suitable, we will do our best. If we are unable to meet your expectations, we will provide a detailed explanation of why it wasn’t possible and present an alternative proposal to resolve your complaint.
Respond within a timely manner – In order to resolve complaints quickly, it’s essential that you communicate with us as quick as possible. We may require more clarity or information, so if you’re able to respond quickly it’s beneficial for both parties. Zing Mortgages hope to deal with all cases as quickly as possible. In the event you are unable to contact us quickly, please let us know – so you can respond in your own time.
Treat us Fairly – We can fully understand and appreciate that it can be frustrating if something has gone wrong, and we will ensure that we investigate what happened and put things right, where appropriate. Zing Mortgages’ staff will work on your complaint and do everything to resolve it, so we ask that you treat staff with respect and allow them time to complete their work.
File a Complaint
In the event you wish to register a complaint, you can do so by contacting our Complaints Department. You can register a complaint through the following methods:
The Complaints Department
Zing Mortgages Limited
10 Alexandra Street
By Email: firstname.lastname@example.org
By Telephone: 03300 58 60 58