Expert Mortgage Advice
Your Rights
Our number one priority is to provide customers with the highest level of service. However, we know that sometimes things can go wrong. Customer feedback helps us understand where things have gone wrong and gives us the opportunity to put them right. It also helps us understand where we need to improve our products and services.
If you have a complaint about your Adviser or the service you received please contact us.
Post: Complaints Department, Mortgage Advice Bureau Limited, Capital House, Pride Place, Derby, DE24 8QR.
Email: complaints@mab.org.uk
Phone: 01332 200020 We may record and monitor calls.
If your complaint cannot be resolved straightaway we will:
- Acknowledge receipt in writing, confirming our understanding of your complaint, who will be handling it and giving you the opportunity to provide any further information or documents.
The Financial Ombudsman Service
If you’re dissatisfied with our response, you can ask the Financial Ombudsman Service for an independent review free of charge, but you must do so within six months of the date of MAB’s final response letter.
The Financial Ombudsman Service (FOS) will only consider your complaint once you’ve tried to resolve it with us, so please take up your concerns with us first and we’ll do all we can to help.
The FOS is also only able to consider certain categories of complaint, for example complaints about Buy to Let mortgages, which are not regulated by the Financial Conduct Authority will normally be outside the jurisdiction of the FOS.
In addition, the FOS might not be able to consider your complaint if:
- What you’re complaining about happened more than six years ago, and
- You’re complaining more than three years after you realised (or should have realised) that there was a problem.
If your complaint was made outside of these time limits, which is a matter for The Ombudsman to decide, The Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if it believes that the delay was as a result of exceptional circumstances.
Further information on the services provided by the Financial Ombudsman Service can be found on their website: www.financial-ombudsman.org.uk or alternatively,
Post: The Financial Ombudsman Service, Exchange Tower, London. E14 9S
Phone: 0800 023 4567 or 0300 123 9123
Email:complaint.info@financial-ombudsman.org.uk
Alternative Dispute Resolution (ADR) Directive
Alternative Dispute Resolution (ADR) Directive. The ADR directive is European law, which means alternative ways of resolving contractual disputes between consumers and businesses are available. The Financial Ombudsman Service (FOS) is the ADR provider for Financial Services in the UK and will provide a complaint handling service under the ADR Directive in addition to its role as an Ombudsman Service.
Mortgage Advice Bureau has decided to continue dealing with customer’s complaints when they are received rather than pass responsibility to the FOS under the ADR Directive. This does not affect customers’ statutory rights of referral to the FOS as outlined above.
Online Dispute Resolution Platform (ODR). Complaints about Financial Services firms may also be sent to the Online Dispute Resolution website; ec.europa.eu/consumers/odr.
Any complaints received via the ODR, will be forwarded to the FOS and then to MAB. Complaints received by this method will be treated in the same way as those received through existing means.
What does a Mortgage Broker do?
A mortgage broker acts as a trusted intermediary between borrowers and lenders, helping clients secure the right home loan for their needs.
They assess a buyer’s financial situation, compare products from a wide range of banks and specialist lenders, and identify the most competitive rates and terms available.
By managing the application process from start to finish, handling paperwork, and liaising directly with lenders, a mortgage broker saves clients time, reduces stress, and ensures they fully understand their options to make informed decisions about their property purchase or remortgage.
Customer Reviews
Don’t just take our word for it:
We had an excellent experience working with Mortgage Advice Bureau. From start to finish, Ben Simmons our mortgage adviser was highly professional, knowledgeable, and extremely supportive. He took the time to clearly explain every step of the process, answered all our questions promptly, and ensured we felt confident and well-informed throughout. I highly recommend Ben , he is honestly the best mortgage adviser you could ask for. He’s incredibly friendly, easy to talk to, and really takes the time to understand you, even when you’re not quite sure what questions to ask. He explains everything clearly and always finds the best options available for your situation. Ben makes the whole process feel simple and stress-free, and you can tell he genuinely cares about getting the best outcome for you. I couldn’t recommend him enough! Thank you so much Ben !!!
Loredana Habian
a week agoLauren Mellor has been a fantastic support to my partner and I in navigating obtaining our first mortgage and insurance protections. She is approachable and easy to talk to, none of our questions felt silly! Having Lauren on hand before we had our offer accepted was amazing too, she was an incredible support in helping us figure out what we could borrow and what repayments worked for us. I could not recommend her highly enough :) Thanks Lauren.
Rosie Allen
a month agoI have to say that Daniel Bayliss from Mortgage Advice Bureau is a great Mortgage Advisor, he is very professional, knows his work well. Daniel put so much hard work into helping me getting my mortgage offer, my case wasn't easy, it came to a time when I though it was not going to be possible to get that mortgage offer but Daniel made it happen.Thank you to your focus and determination in going the extra mile and managing all of the complexities of this process, we met our goals which was getting the mortgage offer, and thank you for always maintain a positive attitude. I honestly recommend the Mortgage Advice Bureau services.
Youlene Paulo
a week agoI can’t thank Daniel Bayliss enough for all the help and support throughout my mortgage process. From the very beginning, he was professional, knowledgeable, and always available to answer my questions. He made what could have been a stressful experience feel smooth and straightforward. Thanks to his hard work and guidance, I’m now living in my dream home! He really went above and beyond to find the best deal and made sure everything was handled quickly and efficiently. I’d highly recommend Daniel Bayliss to anyone looking for a trustworthy and dedicated mortgage advisor.
bilal ahmad
3 months agoUsed MAB services as my partner used them in past and was very happy with them. Our advisor, Lauren Mellor had been helpful and supportive from the very beginning, explaining all our questions and directing us the right way. She has been the most helpful, professional, answering phones and emails promptly. Very happy with services and would highly recommend! Definitely will use in the future!
TheSlimiky
2 months agoImportant Information
Your home may be repossessed if you do not keep up repayments on your mortgage.
There may be a fee for mortgage advice. The fee is up to 1% but a typical fee is £448.
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We’ll guide you through each step of the moving process, find the right mortgage deal for you and liaise with the solicitors and estate agents.
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