Complaints Procedure

Bowen Mortgages are an appointed representative of PRIMIS Mortgage Network, a trading name of First Complete. First Complete 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, we want to hear about it so we can try to put things right.

How to Make a Complaint

You can make a complaint by any reasonable means including telephone, letter, or email.

Contact Details

• Address: Bowen Mortgages Ltd, Caldwell Road, Widnes, WA8 7EA
• Telephone: 0151 203 4409
• Email: complaints@bowenmortgages.co.uk

Contact PRIMIS Directly

If you prefer, you can refer your complaint to PRIMIS directly:

• Address: PRIMIS Mortgage Network, Customer Resolution Team, Ground Floor, Birmingham Business Park, B37 7YT
• Telephone: 0121 767 1139
• Email: complaints.solihull@primis.co.uk
• Website: View Complaints Information

How We Handle Complaints

Simplified Complaints

We will use this process if:

• Your complaint is simple and can be resolved quickly
• You contact us directly in the first instance

We aim to resolve your complaint within three business days. If resolved, we will send written confirmation of the outcome.

If the complaint is not resolved within this timeframe, or you are not satisfied, it will be referred to PRIMIS and handled as a formal complaint.

Formal Complaints

This process will be used if:

• Your complaint cannot be resolved within three working days
• The issue is more complex
• You contact PRIMIS directly
• You request a formal investigation

PRIMIS will acknowledge your complaint and investigate it fairly. They will respond within 8 weeks.

If the investigation takes longer, they will explain the delay and provide an expected timeframe.

They will also provide details of how to contact the Financial Ombudsman Service if needed.

Financial Ombudsman Service

If you are not satisfied with the final response, you have the right to refer your complaint to the Financial Ombudsman Service within six months.

• Telephone: 0800 023 4567
• Email: complaint.info@financial-ombudsman.org.uk
• Website: www.financial-ombudsman.org.uk

Additional Support

We are committed to making our complaints process accessible to all customers.

If you require additional support or need us to adapt our process to suit your circumstances, please let us know when raising your complaint.