Let’s sort this out

We try hard to provide the best service possible. But if you’re reading this, it’s probably because something hasn’t gone as well as we both would have liked.

By letting us know, you’re giving us the opportunity to improve our services for everybody. So, tell us what you feel went wrong, and how you think we could put it right.

What do I need to make a complaint?

• A description of your concern
• What you’d like us to do to put things right
• Your name and address
• A phone number or email address

How can I make a complaint?

Please call us on 01908 712 126, or email us at mortgagesfeedback@rightmove.co.uk 

You can also write to us at:
Rightmove Group Ltd
FAO Complaint Management team
2 Caldecotte Lake Business Park
Caldecotte Lake Drive
Caldecotte
Milton Keynes
MK7 8LE
United Kingdom

What happens after I’ve made a complaint?

Once you’ve made a complaint, we'll aim to let you know we’ve received it as soon as possible, or within 5 working days. We'll also give you a unique reference number so we can quickly find your record.

Do you treat my information confidentially?

All complaint information will be handled sensitively. We’ll only tell those who need to know and following all the relevant data protection requirements.

How will you respond?

We’ll always contact you with our final response as soon as possible. This will include an explanation of what we’ve found, what we plan to do as a result, and why we’ve made the decision. This could be over phone or by email, depending on what you prefer. We always try to give final decisions in writing wherever possible.

How long will my complaint take to resolve?

We aim to deal with complaints as quickly as possible. Our target is to resolve complaints within three working days. There may be certain cases where it can take up to 8 weeks. We’ll keep you updated on our progress throughout.

How do I get an update on my existing complaint?

We’ll provide you with regular updates, but if you feel there’s additional information that will help us resolve your complaint, you can contact us by phone or email. Please keep your unique reference number to hand – it will enable us to find your information quickly.

Our lines are open Monday to Friday: 9.00am – 5.30pm excluding bank holidays

What if I’m not happy with the outcome of my complaint?

We always try to resolve any complaints in the best way possible. If, however, you wish to take your complaint further, you can contact The Financial Ombudsman Service to look into the matter for you.

On the rare occasion that we’re unable to issue a final response within eight weeks of receipt of your complaint, we will write to you confirming that you can, after eight weeks, refer your complaint to the Financial Ombudsman Service.

You can contact The Financial Ombudsman Service on the contact details below:

Address: The Financial Ombudsman Service, Exchange Tower, London E14 9SR

Email: complaint.info@financial-ombudsman.org.uk

Telephone: 0800 0234 567 Website: www.financial-ombudsman.org.uk

You must refer your complaint to the Financial Ombudsman Service within 6 months of us providing our final response.