Complaints
What to expect if you have cause to complain
If you wish to make a complaint about the services of YesCanDo Mortgage Specialists (Roberts Financial Services) you can complain by phone, email or in writing via the contact details below.
- By phone - 02392 373235
- By email - [email protected]
- By post - YesCanDo Money, Langstone Gate, Solent Road, Havant, PO9 1TR
Complaints Process
- If you phone us – We will gather relevant information and contact details from you and pass this information to a complaint handler, who will acknowledge your complaint within 2 working days.
- If you email or write to us – We will respond within 2 working days of receipt.
Complaint Handling Timeline
- By close of business day 2 – If your complaint has been resolved, a final response will be sent. If it remains unresolved, a holding email will be sent explaining that the investigation is ongoing, with a further update by close of business day 5.
- By close of business day 5 – If resolved, a final response will be sent. If unresolved, another holding email will be provided, confirming the investigation is continuing.
- 2 weeks after the initial complaint – If resolved, a final response will be issued. If still under investigation, a holding email will be sent with an update.
- 4 weeks after the initial complaint – If resolved, a final response will be sent. If unresolved, another holding email will confirm the investigation is ongoing.
- 8 weeks after the initial complaint – If resolved, a final response will be provided. If still unresolved, another holding email will be sent, along with information on how to escalate your complaint to the Financial Ombudsman Service if you remain unsatisfied.
