If you have a complaint
We Can Help
We aim to offer you the best possible service, but there may be times when you feel
you have cause for complaint. If so, we will always try to resolve the problem quickly
and to your satisfaction. If you're unhappy with our response, you can take your
complaint further through our complaints procedure.
How to complain about mortgages
Please talk to us about your complaint and give us the opportunity to put it right.
You can call us on 0845 300 2627. We'll take the time to listen
and do whatever we can to help.
The staff who look after your account will be able to resolve most problems. They'll
be in the best position to deal with your concerns as quickly as possible.
If you're still not satisfied they'll immediately refer your complaint to their
Manager.
We aim to resolve your concerns within 24 hours. Sometimes it may take longer to
look into the matter fully. If this happens, we'll let you know within five working
days who will deal with your complaint.
If you're still not happy
In the unlikely event that you remain unhappy please contact:
Customer Care Team
Birmingham Midshires
PO BOX 81
Pendeford Business Park
Wobaston Road
Wolverhampton
WV9 5HZ
Telephone: 0845 603 6582
If the matter can't be resolved
We're committed to resolving complaints whenever possible through our complaints
procedure. However, if the matter can't be resolved, we'll issue a Final Response
letter, giving you six months to refer your complaint to the Financial Ombudsman
Service at:
Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR
Telephone: 0845 080 1800
E-mail: complaint.info@financial-ombudsman.org.uk
Complaints about Birmingham Midshires Financial Services Limited
If your complaint relates to a financial services product e.g. a life assurance,
endowment or pension policy and you are not satisfied with the advice you have received
in relation to this, please write to:
Customer Care Team
Birmingham Midshires
PO BOX 81
Pendeford Business Park
Wobaston Road
Wolverhampton
WV9 5HZ
or Telephone: 0845 603 6582
We'll send a letter of acknowledgement within five working days of receipt of your
complaint. We'll also tell you when we'll be able to give you a more detailed response.
If your complaint relates to advice given after 1 January, 1992, this acknowledgement
may come from AXA Sun Life if your complaint relates to an AXA Sun Life policy.
If your complaint relates to a product sold by Birmingham Midshires Independent
Financial Services Limited, the acknowledgement may come from Halifax.
If a matter can't be resolved, we'll send you a Final Response letter giving you
six months to refer your complaint to the Financial Ombudsman Service.
Complaints about AXA products sold from January 1992 to December 2008
Any complaint relating to the sale of AXA Sun Life products through Birmingham Midshires
financial consultants, between January 1992 and December 2008, may need to be passed
to AXA Sun Life to investigate.