How to Complain
Gaskells I.M.A. are an appointed representative of PRIMIS Mortgage Network, a trading name of Advanced Mortgage Funding Ltd. Advanced Mortgage Funding Ltd is authorised and regulated by the Financial Conduct Authority.
We are committed to providing a professional service to all our customers.
If you are unhappy then we want to hear about it so we can try to put things right. With this in mind, we have the following complaints procedure in place.
You can make a complaint by any reasonable means including telephone, letter, or email.
Our contact information: Nick Gaskell – Director
Write to us
Gaskells I.M.A Ltd 9 Old Steine, Brighton, BN1 1EJ
Telephone us
01273 248 929
Email us
nick@gaskellsima.co.uk
If you prefer, you can also refer your complaint to PRIMIS directly using the following contact details:
You can also complain via their website: https://www.primis.co.uk/privacy-notices/complaints/
The same section of the website contains more information about PRIMIS’ role in complaints handling and about how Appointed Representative relationships work.
How we will handle your complaints
Simplified Complaints
We will use this process if:
- your complaint is about a simple matter – that we can look into and solve quickly and easily; and
- you direct it to us (rather than directly to PRIMIS Mortgage Network) in the first instance.
We will investigate your complaint and aim to resolve it within three business days following the date of receipt. If you are happy to accept our proposed resolution, we will send you written confirmation of our investigation.
If you cannot confirm acceptance by the end of the third working day (for example – because you are not happy with our proposed response or if you are not available to discuss it with us) then the case will be referred to PRIMIS Mortgage Network. It will then be handled in line with the Formal Complaint process outlined below.
If your complaint is more complex or is unlikely to be resolved quickly then we will usually refer it to PRIMIS straight away
Formal Complaints
The formal complaints process will be used where:
- we can’t resolve your complaint to your satisfaction within 3 working days: or
- your complaint is likely to involve more complex assessment or investigations; or
- you send your complaint directly to PRIMIS Mortgage Network rather than to us in the first instance; or
- you ask us to deal with your complaint in this way rather than via a simplified process.
Upon receipt PRIMIS will acknowledge your complaint promptly and will investigate it fairly and impartially. They will write to you within 8 weeks to confirm the outcome of their investigation.
In the unlikely event that their investigation is not complete within eight weeks of receipt of your complaint they will write to you to explain why and let you know when you can expect to hear from them. They will also provide details of how to contact the Financial Ombudsman Service if you are not satisfied with progress.
The Financial Ombudsman Service
If, following PRIMIS’ investigation you are still not happy with the outcome you have a statutory right to refer your complaint to the Financial Ombudsman Service.
It is a service free of charge to consumers and you may refer the matter to the Financial Ombudsman Service (FOS) within six months from the date that you received a final response to your complaint.
You can contact the service using the following details:
Telephone 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk
You can also visit their website and refer complaints to them online by visiting.
Let us know if you need any extra help or support.
We are committed to providing a complaints service that is accessible to all our customers.
If you will have any difficulties with any elements of the process that is outlined above, or if there are circumstances that might mean we need to change the way in which we handle your complaint then please let us know when you tell us about your complaint.
Gaskells I M A Ltd
9 Old Steine, Kemptown, Brighton BN1 1EJ
© Gaskells I M A Ltd. All rights reserved.
YOUR HOME MAY BE REPOSSESSED IF YOU DO NOT KEEP UP REPAYMENTS ON YOUR MORTGAGE.
Registered in England & Wales
Gaskells IMA Ltd is an appointed representative of PRIMIS Mortgage Network, a trading name of Advance Mortgage Funding Limited. Advance Mortgage Funding Limited is authorised and regulated by the Financial Conduct Authority.
The guidance and/or information contained within the website is subject to UK regulatory regime and is therefore targeted at consumers based in the UK.
Registered office address – 9 Old Steine, Brighton, East Sussex, BN1 1EJ
Registration Number – 04473273
Our Business Terms
We will provide you with a free initial consultation and we will always explain exactly what you will be charged before you choose to proceed with an application.
Our only charge is a non-refundable flat administration fee which is payable when a formal offer of a mortgage is received from the lender. This fee is typically £295 but can range from £0 to £5,000 depending on the complexity of a specific case.
Please note that we may also receive commission from your lender.