Complaints Procedure

We aim to provide a high standard of service at all times. If something’s gone wrong, we want to know about it so we can put it right.

How to make a complaint

You can let us know about your complaint directly via the following details:

Via Hannah Miller Homes

  • By telephone: 07894 135376

  • By email: hannah@hannahmillerhomes.co.uk

Or, via our principle firm

  • In writing to: Stonebridge Mortgage Solutions Ltd, Suites 7 & 9, Regency House, Miles Gray Road, Basildon, Essex SS14 3FR

  • By telephone: 0345 646 5535

  • By email: complaints@stonebridgegroup.co.uk

Please give us as much detail as you can, including what happened, when, and what you’d like us to do to put things right.

What happens next

We’ll acknowledge your complaint promptly and look into it thoroughly and fairly.

Wherever possible, we’ll aim to resolve your complaint quickly. If we’re able to resolve it within 3 business days, we’ll write to confirm this.

If we need more time, we will:

  • Send you a written acknowledgement within 5 business days of receiving your complaint (this may be via email)

  • Keep you updated on our progress

  • Send you our final response within 8 weeks of receiving your complaint

If you’re not happy with our response

If you’re unhappy with our final response, or if we haven’t been able to resolve your complaint within 8 weeks, you have the right to refer your complaint to the Financial Ombudsman Service (FOS), free of charge.

You can contact the Financial Ombudsman Service:

You must normally refer your complaint to the Financial Ombudsman Service within 6 months of the date of our final response.

Using this complaints procedure, or referring your complaint to the Financial Ombudsman Service, does not affect your right to take legal action.