FAQs

If we can deal with your complaint within three working days, we’ll call you to make sure that you’re happy with our decision. If you are, we’ll send you a letter to confirm this.

If we can’t deal with your complaint within three working days, we’ll send you an acknowledgement letter within five working days to let you know that we’ve received your complaint.

Once we’ve completed a thorough investigation, we’ll give you a final response. This will outline the details of our investigation, how we reached our decision and what we’re going to do to put things right.

We have eight weeks to resolve your complaint, but we’ll do everything we can to deal with it as quickly as possible.

If we can’t complete our investigation within eight weeks, we’ll send you a letter to let you know and tell you what steps you can take. This will include letting you know that you can go to the Financial Ombudsman Service (FOS) if you’d rather not wait for us to complete our investigation.

The Financial Conduct Authority (FCA) requires that all financial services firms publish a summary of their complaints data if they receive 500 or more complaints in a six-month period.

In accordance with these requirements, we have set out below the relevant data for all complaints received by CHL Mortgages in the period 1 July 2024 to 31 December 2024.

As of 31 December 2024, CHL Mortgages held 15,993 mortgage accounts. For every 1,000 Home Finance loans, we received 32.20 complaints.

Click here to view the report PDF.