Complaints


We take complaints very seriously.

The simplest and quickest way to express your concern is to contact us, quoting your account number on 0344 770 8032, or email us at customerrelations@foundationhomeloans.co.uk.

If you are unhappy with our response, you can pursue your complaint with the Financial Ombudsman Service which can be contacted by post at:
Exchange Tower
London
E14 9SR,
by email at compliant.info@financial-ombudsman.org.uk
or by telephone on 0800 023 4567.

We take complaints seriously and we want to assure you that we will investigate your concerns thoroughly and fairly. Therefore, we will:

  1. Investigate all of your concerns as quickly as possible in a fair and impartial manner.
  2. Keep you regularly informed of the progress of your complaint.
  3. Put things right for you where we find that we have done something wrong.
  4. We will always consider your individual circumstances when reaching our decision and take appropriate action that we feel is fair and reasonable in order to resolve your complaint.We will explain clearly the reasons supporting our decision, regardless of the outcome, and provide you with information on how to pursue your complaint further should you wish to.

 

Your complaint will be assigned to a designated complaint investigator who will thoroughly investigate all of your concerns. You may be contacted during this phase if we feel that we require more information, this may include evidence to support your case, such as proof of bank charges, proof of payments made, or other items that can verify the points you have raised. If you feel you have information which you believe is relevant to your complaint please forward this to us to enable us to take it into consideration in our investigation.

If we are unable to complete our investigation and provide you with a final response within four weeks of receiving your complaint, we will write to you and inform you of our progress. We aim to resolve your complaint at the earliest opportunity and will send you our final response within eight weeks of us receiving your complaint explaining our decision fully.


Complaints Summary Data

Every six months we are required by the FCA to provide them with information relating to the complaints that have been received and investigated. This data is then published both by the FCA, and us, on our website.

The table below provides a summary of complaints received and resolved by Paratus AMC Limited in the period 1 July 2020 to 31 December 2020.

Firm name: Partaus AMC Limited

Period covered in this report: 1 July – 31 December 2020

Brands covered: Foundation Home Loans

Product / service grouping

Number of complaints opened by volume of business

Number of complaints opened

Number of complaints closed

Percentage closed within 3 days

Percentage closed after 3 days but within 8 weeks

Percentage upheld

Main cause of complaints opened

 

 

 

 

 

 

 

 

Home Finance

14.38 per 1,000 accounts

383

 

 

373

 

 

14.6%

 

 

85.4%

 

 

27.1%

 

 

General Admin/ Customer Service

 

 

 

 

 

 

 

 

Insurance and pure protection

50.65* per 1,000 accounts

39*

 

 

48

 

 

33.3%

 

 

64.6%

 

 

4.2%

 

 

Unsuitable advice

Insurance and pure protection include Payment Protection Insurance (PPI) and Buildings Insurance complaints. We do not and have never provided PPI however 14 PPI complaints are included in the number of complaints opened figures. All 14 PPI complaints have been closed without liability or payment.


Financial Ombudsman Service (FOS)

In the unlikely event that we are unable to issue a final response to your complaint within eight weeks of us receiving it, or if after receiving our final response you remain unhappy with our decision, you may be able to refer your case to the Financial Ombudsman Service, free of charge. We will give you details of how you can do this when we send you our final response, however, we have also included their contact details below:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Tel No: 0800 023 4567

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