Complaints procedure

We are committed to providing you with the highest standards of service. However, there may be occasions when our service falls short of your expectations.

Tell us what part of our service or procedure you are unhappy about and what you would like us to do to resolve the matter. You can do this by writing to:

Customer Relations
Cumbria House
16-20 Hockliffe Street
Leighton Buzzard
Bedfordshire
LU7 1GN

If you prefer you may telephone on 01525 244 504. Alternatively, you may forward details of your dissatisfaction by email to customerrelations@connellsgroup.co.uk

A written acknowledgement will be issued promptly and in any event no later than five working days after receiving your complaint. Your complaint will be fully investigated by a member of the Customer Relations Department Mortgage Services team.

We aim to respond to you in less than 8 weeks and if we are unable to respond within 4 weeks of your initial complaint, we will keep you informed as to the reason for this.