Refresh Mortgage Network

Complaints

Last reviewed October 2026

Customer Complaints Procedure

At Refresh Mortgage Network Limited and our Appointed Representatives, we aim for all interactions to be positive. However, if an issue arises, we have established a structured Complaints Procedure to swiftly rectify any concerns.

Refresh is the principal firm for every member of the network. If your complaint is about advice or service you received from a member firm, you can raise it with that firm or directly with us using the details below, and we will handle it under this procedure.

This document outlines our procedure, ensuring complaints are handled professionally, fairly, and promptly, with resolutions reached at the earliest opportunity.

Our commitment to you

  1. We strive to resolve complaints promptly and adhere to the following timescales:
    • Three Business Days: Upon receipt of your complaint, if possible, we will resolve it by the third working day and inform you in writing with our Summary Resolution Communication.
    • Five Business Days: If resolution is not immediate, within five business days, we will acknowledge your complaint in writing, confirm our understanding, and provide you with the name of the individual handling the matter.
    • Four Weeks: If resolution takes longer, within four weeks, we will send either our Final Response letter or a progress report explaining the delay.
    • Eight Weeks: If the matter remains unresolved, at eight weeks, we will send either our Final Response letter or an explanation for the delay and an indication of when to expect a final response. Please note: a business day refers to Monday to Friday, 9 am to 5 pm, excluding bank holidays. Complaints received outside these hours are treated as received on the next business day.
  2. We ensure that the individual handling your complaint possesses the necessary expertise, knowledge, and authority. Our staff undergo comprehensive training, and we have a structured complaints procedure to ensure fairness.
  3. We ensure our correspondence is clear and comprehensive. Upon resolution, you will receive either:
    • Summary Resolution Communication: issued within three business days to signify resolution. This communication includes details on escalating the case if dissatisfied.
    • Final Response Letter: issued upon completion of the investigation, detailing the complaint, our findings, and any settlements or redress awarded.

We grant access to the Financial Ombudsman Service, a free service established by Parliament to address unresolved complaints.

If dissatisfied with our investigations or if eight weeks have passed without resolution, you may approach the Financial Ombudsman Service within six months of receiving our correspondence.

Contact details for the Financial Ombudsman Service:

Your commitment to us

To facilitate swift and fair resolution, we ask the following:

  1. Provide clear details: help us understand the situation by providing your account or relevant documents promptly via post, email, or verbally.
  2. Collaborate for solutions: share your preferred outcome, and we will endeavour to accommodate it. If not feasible, we will provide alternative solutions.
  3. Prompt responses: respond to our queries promptly to expedite resolution.
  4. Respectful communication: our staff are committed to resolving issues respectfully; we appreciate your cooperation.

How to complain

To register a complaint, contact our Complaints Department via:

  • Post: Refresh Mortgage Network Limited, 207 Knutsford Road, Grappenhall, Warrington, Cheshire WA4 2QL
  • Email: complaints@refreshnetwork.co.uk
  • Telephone: 0800 009 6206