Complaints Procedure

1. Our Commitment

We want everyone who uses TFS Mortgages to receive a clear, fair and professional service.

If you are dissatisfied with our website, enquiry process, communications, use of your personal information or any other aspect of our service, please tell us. We will take your concerns seriously and use them to help improve the service.

You do not need to use the word "complaint" for us to treat an expression of dissatisfaction appropriately.

Making a complaint will not affect your ability to submit an enquiry or receive a fair response.

2. Who We Are

TFS Mortgages is a trading name of Anderson Reed Financial Services Ltd.

Anderson Reed Financial Services Ltd is registered in England and Wales under company number 13190705 and is an Appointed Representative of Connect IFA Ltd.

Connect IFA Ltd is authorised and regulated by the Financial Conduct Authority under Financial Services Register number 441505. Anderson Reed Financial Services Ltd's Financial Services Register reference is 947349.

TFS Mortgages is a lead-generation service. It does not provide mortgage, protection or equity-release advice through this website.

3. How to Make a Complaint

You can complain by email, telephone or post.

Email: info@tfs-mortgages.co.uk
Telephone: 02382 127779

Post:

Complaints

TFS Mortgages

c/o Anderson Reed Financial Services Ltd

Director General's House

15 Rockstone Place

Southampton

SO15 2EP

Please provide, where possible:

• your name and preferred contact details;
• a description of what happened;
• when it happened;
• the outcome you would like us to consider; and
• any relevant enquiry reference or correspondence.

You do not have to provide every item before we will consider your complaint.

Please avoid sending original documents unless we specifically ask for them.

4. Accessibility and Additional Support

Please tell us if you need information in a different format, help communicating with us or another reasonable adjustment.

We can also communicate with a representative acting on your behalf. We may need to confirm that you have authorised the representative to act for you before we discuss your complaint with them.

5. What Happens Next

We will acknowledge your complaint promptly and investigate it fairly. Where we can, we will resolve straightforward complaints quickly.

Where a complaint takes longer to resolve, we will keep you updated on our progress. We aim to provide a final response as soon as reasonably possible, and in any event within the timescales required by our regulator.

Our final response will explain the outcome of our investigation and, where relevant, your right to refer the matter further.

6. Financial Ombudsman Service

If a complaint concerns regulated advice provided by an adviser and cannot be resolved directly, you may, depending on the nature of the complaint and your eligibility, be entitled to refer it to the Financial Ombudsman Service free of charge.

We will confirm whether this applies to your specific complaint, and provide the relevant referral details, in our response to you. Not every complaint is eligible for referral to the Financial Ombudsman Service.

Website: financial-ombudsman.org.uk

7. Information Commissioner's Office

If your complaint concerns how we have handled your personal information and you remain dissatisfied after contacting us, you have the right to complain to the Information Commissioner's Office (ICO), the UK's independent regulator for data-protection matters.

Website: ico.org.uk/make-a-complaint

See our Privacy Policy for further information about your data-protection rights.

8. Keeping a Record

We keep a record of complaints we receive and how they were resolved, in order to identify improvements to our service. This is handled in accordance with our Privacy Policy.

9. Contact Us

TFS Mortgages

A trading name of Anderson Reed Financial Services Ltd

Director General's House

15 Rockstone Place

Southampton

SO15 2EP

Email: info@tfs-mortgages.co.uk

Telephone: 02382 127779