If we get it wrong, we'll put it right.

Step 1 · Tell us what went wrong

You can raise a complaint by any of the following channels:

• Email: complaints@cashbackremortgages.co.uk
• Phone: +44 20 8706 0915
• Post: Complaints Officer, Cashback Remortgages Ltd, 10 Hercies Road, Uxbridge UB10 9NA, United Kingdom

Please tell us your name, contact details, application/case reference (if you have one) and a description of what happened. Attach any documents that help us understand your concern.

Step 2 · What happens next

• Within 3 working days: we acknowledge your complaint in writing and tell you who is handling it.
• Within 4 weeks: we send you a written response — either a full final response, or an update explaining why we need more time.
• Within 8 weeks: we send you a final response. If we still can't give a final response by then, we'll tell you why and let you know your right to refer the complaint to the Financial Ombudsman Service (see Step 3).

Step 3 · Referring to the Financial Ombudsman Service

If you're unhappy with our final response — or eight weeks have passed and you haven't received one — you have the right to refer your complaint to the Financial Ombudsman Service (FOS), free of charge. You must contact the FOS within six months of the date on our final response.

• Website: financial-ombudsman.org.uk
• Phone: 0800 023 4567 (from a UK landline) or 0300 123 9123 (from a UK mobile)
• Post: Financial Ombudsman Service, Exchange Tower, London E14 9SR

Financial Services Compensation Scheme

The FSCS may be able to pay compensation if we can't meet our obligations. Most mortgage advice is covered up to a maximum of £85,000 per person. Full details at fscs.org.uk .