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Get in touch

Our Helpline is open 7 days a week

Call  us on 01206 715415

We are open:
9am to 8pm on Monday to Thursday, 9am to 7pm on Friday, Saturday and Sunday.

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TNHG Customer Complaints Procedure September 2017

Our Complaints Procedure

If your Mortgage Service complaint is not dealt with to your satisfaction or we do not issue you with a Final Response within eight weeks, you may refer it to the Financial Ombudsman Service.

The Financial Ombudsman Service provides a free and independent service for consumers, and can be contacted at:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Phone: 0800 023 4567

Under EU regulation, from 15th February 2016, for products and services bought online you have the right to refer any complaint to the Online Dispute Resolution platform (ODR) who can put you in touch with the right body to help resolve your complaint.  The ODR will still refer you to the Financial Ombudsman Service as the alternative dispute resolution body. The Financial Ombudsman Service will refer you back to our complaints process unless you’ve already been through this. So you might prefer to go straight to the Financial Ombudsman Service after you’ve been through our complaints process. If you decide to use the ODR platform, when you complete the form online please include the following e-mail address as our contact point: CustomerRelations@tnhg.co.uk

YOUR HOME OR PROPERTY MAY BE REPOSSESSED IF YOU DO NOT KEEP UP REPAYMENTS ON YOUR MORTGAGE. YOU MAY HAVE TO PAY AN EARLY REPAYMENT CHARGE TO YOUR EXISTING LENDER IF YOU RE-MORTGAGE.