As a homeowner or an aspiring one, a mortgage is most likely one of the largest financial decisions you will make in your lifetime. It, therefore, makes sense that you want the best possible experience without any complications. However, issues may still arise, and it’s good to know there’s a body that can help in such situations. In this article, we’ll guide you through everything you need to know about the Mortgage Express ombudsman.
Mortgage Express ombudsman is a third-party mediator that resolves disputes between Mortgage Express and its clients. They investigate complaints brought up by clients and offer impartial resolutions. They are independent and free to use, so if you have an issue with Mortgage Express that cannot be resolved directly, the ombudsman is an excellent avenue to explore.
What Does the Mortgage Express Ombudsman Do?
The Mortgage Express ombudsman has four primary mandates:
1. Investigating complaints
2. Offering mediation services between Mortgage Express and its clients
3. Issuing impartial decisions and resolutions
4. Providing official records of conclusions
The ombudsman’s jurisdiction covers all Mortgage Express activities, including mortgage and loan-related disputes, complaints, and appeals. They investigate all forms of complaints, including delays in the processing of mortgage applications, mis-selling of mortgages, and improper handling of payment schedules, among other issues.
How to File a Complaint with the Mortgage Express Ombudsman
To file a complaint with the Mortgage Express ombudsman, follow the steps below:
1. Write your complaint to Mortgage Express
Before filing a complaint with the ombudsman, you should first send a written complaint to Mortgage Express. This gives them a chance to resolve the issue directly with you. You can submit this by mail, email, or through their website.
2. Wait for a response
Mortgage Express will respond to your complaint within a specific timeframe, usually up to eight weeks. They will either resolve the issue or provide you with a formal response outlining their decision. If you’re still dissatisfied with their response, you can proceed to step three.
3. Submit your complaint to the ombudsman
If you’re unhappy with Mortgage Express’s response, you can now file your complaint to the ombudsman. You must send your application within six months of receiving Mortgage Express’s final response.
4. Wait for the ombudsman’s response
The ombudsman will investigate your complaint and offer you an impartial resolution. They aim to conclude all investigations within three to six months of receiving the application. However, this may change depending on the complexity of your dispute.
5. Accept or reject the resolution
After the ombudsman has completed the investigation, they will provide you with a resolution. You have the authority to accept or reject their decision. If you accept the arrangement, Mortgage Express will have to comply with the resolution, and the issue will be resolved. If you reject the resolution, you are free to explore other avenues.
Benefits of Using the Mortgage Express Ombudsman
If you have an issue with Mortgage Express and you’re considering approaching the ombudsman, some benefits come with using their services. Here are a few:
1. It’s free
You do not need to pay any fees to file a complaint or use the ombudsman’s services. They are entirely funded by mortgage providers and are therefore free for individuals.
2. Independent
The ombudsman is entirely impartial and is not tied to any mortgage provider, including Mortgage Express. This means you will receive a fair, unbiased response to your dispute.
3. Confidentiality
Your dispute is kept entirely confidential and is not transmitted to external parties, except for those directly involved in the case.
4. Faster Resolution
The ombudsman resolves disputes faster than legal processes, saving you time and money. They conclude most issues within six months, compared to court processes that may last for years.
Final Thoughts
Filing a complaint with the Mortgage Express ombudsman is straightforward and can offer a quicker, more cost-effective resolution to your dispute. Before approaching them, it’s advisable to follow the initial steps stated above and exhaust all options with Mortgage Express. However, if the issue persists, the ombudsman is always on standby to help you.