Complaints
Our priority is to give customers the highest level of service but we know sometimes things can go wrong.
Customer feedback helps us understand where things have gone wrong so we can put them right. It also helps us understand where we need to improve our products and services.
If something goes wrong
Our complaints procedure is designed to quickly resolve any issues you may have with any part of our service.
We promise to:
listen to your complaint in full
understand the issue you have raised
provide you with an explanation
resolve the issue as soon as possible
This document describes Better.co.uk’s complaints procedure. We use it to ensure we meet all relevant rules and guidance.
What is a complaint?
The Financial Conduct Authority (FCA) defines a complaint as:
“Any oral or written expression of dissatisfaction, whether justified or not, from, or on behalf of, a person eligible to have a complaint considered by the ombudsman, about the provision of, or failure to provide, a financial service, claims management service or a redress determination.”
Better.co.uk takes complaints and negative feedback seriously. We’re committed to ensuring that we handle all complaints fairly, consistently and quickly. We regularly review the complaints we get to learn from them and improve our level of service for the future.
How to get in touch if you have a complaint
You can complain in whichever way is easiest for you.
Method | Details |
|---|---|
By phone | +44 20 3884 1660 Monday to Friday (9:00 AM – 7:00 PM) |
By email | |
By post | Trussle Lab Ltd, 1st Floor, Wellington House, Wellington Street, Cardiff, Wales, CF11 9BE |
Through your adviser | You can also tell your mortgage adviser or any member of our team, in a call or by email. They will pass it to our Complaints Team. |
What happens if you make a complaint?
All Better.co.uk staff are trained to identify complaints.
Once we receive your complaint, we report it to our Customer Experience and Operational Managers for review.
If we can resolve your complaint within 3 business days
If we can resolve your complaint within 3 business days, we’ll contact you to explain the outcome of our investigation. We’ll also tell you how we think we can resolve it.
If you accept the resolution, we will send you a written summary confirming the outcome. This will also explain that if you remain dissatisfied, you have the right to refer your complaint to the Financial Ombudsman Service (FOS) within 6 months.
If we cannot resolve your complaint within 3 business days
If we cannot resolve your complaint within 3 days, we’ll write to you to tell you:
we’ve received your complaint
we understand your complaint
who will be handling it
We’ll also give you a chance to provide any more information or documents.
Investigating your complaint
After this, we’ll investigate your complaint in full.
We aim to give you our final response with a full explanation of the findings within 8 weeks.
If we cannot give you a final response within this time, we'll write to you to:
explain our position
set out next steps
tell you about your right to refer to the Financial Ombudsman Service (FOS)
Closing your complaint
We will consider your complaint closed if:
we’ve sent you a final response
you’ve told us in writing that you accept one of our earlier responses
you refer your complaint to FOS and they tell us in writing that the complaint has been closed
The Financial Ombudsman Service
If you’re dissatisfied with our response, you can ask the Financial Ombudsman Service for a free independent review. You must do so within 6 months of the date of our final response letter.
The Financial Ombudsman Service (FOS) will only consider your complaint once you’ve tried to resolve it with us.
Tell us about your concerns first and we’ll do all we can to help.
Categories of complaints the FOS can consider
The FOS is also only able to consider certain types of complaints.
Please note that some mortgages, including certain buy-to-let mortgages, are not regulated by the Financial Conduct Authority. Where a mortgage is not FCA-regulated, the FOS may not be able to consider a complaint about it. If you’re unsure whether your mortgage is regulated, we can help clarify this for you.
The FOS might not be able to consider your complaint if:
what you’re complaining about happened over 6 years ago
you’re complaining more than 3 years after you realised, or should’ve realised there was a problem
The FOS will decide whether your complaint was made within these time limits. If they decide it was made outside of them, they may not be able to consider it. However, there are circumstances where the FOS may still look into your complaint, for example if they consider that exceptional circumstances caused the delay. The FOS will explain their decision to you if this applies.
Find out what services the Financial Ombudsman Service offers on their website:
Method | Details |
|---|---|
Website | www.financial-ombudsman.org.uk |
Phone | 0800 023 4567 or 0300 123 9123 |
Post | Financial Ombudsman Service, Exchange Tower, London E14 9SR |
Who we are
Better.co.uk is a trading name of Trussle Lab Ltd, which is part of OneDome Group.
Trussle Lab Ltd is authorised and regulated by the Financial Conduct Authority. Our firm reference number is 924229. You can check this on the Financial Services Register at register.fca.org.uk.
Trussle Lab Ltd is registered in England and Wales, company number 09459339. Registered office: 1st Floor, Wellington House, Wellington Street, Cardiff, Wales, CF11 9BE
Who we are
Better.co.uk is a trading name of Trussle Lab Ltd, which is part of OneDome Group.
Trussle Lab Ltd is authorised and regulated by the Financial Conduct Authority. Our firm reference number is 924229. You can check this on the Financial Services Register at register.fca.org.uk.
Trussle Lab Ltd is registered in England and Wales, company number 09459339. Registered office: 1st Floor, Wellington House, Wellington Street, Cardiff, Wales, CF11 9BE