Legal
We take all complaints seriously and aim to resolve them quickly and fairly.
At Remigo Ltd, we want every customer to have a positive experience of our introduction service. If something has gone wrong — or if you are unhappy with the mortgage advice you received from MoneyMates after we introduced you — we want to know about it.
Because Remigo Ltd is an introducer and MoneyMates provides the regulated mortgage advice, the right firm to handle your complaint depends on what your complaint is about.
If your complaint is about how we collected your enquiry, how your details were handled, the website, marketing communications, or the introduction itself, please contact Remigo Ltd:
If your complaint is about the mortgage advice you received, the recommendation that was made, the suitability assessment, the application process or any fees charged for advice, the regulated firm responsible is MoneyMates (a trading style of Kris Perryman, an Appointed Representative of New Leaf Distribution Ltd, FCA No. 460421). Please contact MoneyMates directly so they can investigate under their regulatory complaints procedure. We will share their complaint contact details with you on request.
To help us (or MoneyMates) deal with your complaint quickly, please include:
We will acknowledge your complaint promptly and within 5 business days of receiving it. We will let you know who is handling your complaint and how to contact them.
We will investigate your complaint thoroughly and fairly. We may need to contact you for additional information during our investigation.
We aim to resolve complaints as quickly as possible. We will send you a final response within 8 weeks of receiving your complaint. If we are unable to respond within this timeframe, we will write to you explaining why and telling you when you can expect a response.
If your complaint is about regulated mortgage advice from MoneyMates and you are not satisfied with their final response — or if 8 weeks have passed since you first raised your complaint with them — you may be able to refer your complaint to the Financial Ombudsman Service (FOS). The FOS is a free, independent service for resolving disputes between consumers and FCA-regulated firms.
You must refer your complaint to FOS within 6 months of receiving the firm's final response.
The Financial Ombudsman Service is available for complaints about FCA-regulated activity. Remigo Ltd's introduction service is not a regulated activity, so the FOS may not be available for complaints solely about Remigo Ltd. We will tell you in our final response whether you have a right of referral to the FOS or to another body such as the Information Commissioner's Office (ICO) for data-protection issues.
Website: www.financial-ombudsman.org.uk
Phone: 0800 023 4567 (free from mobiles and landlines)
Email: complaint.info@financial-ombudsman.org.uk
Post: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
The Financial Services Compensation Scheme (FSCS) covers FCA-regulated firms. Remigo Ltd is not authorised by the FCA and is therefore not covered by the FSCS in respect of its introduction service. MoneyMates' principal firm, New Leaf Distribution Ltd (FCA No. 460421), is FCA-authorised; FSCS protection may apply to certain regulated activities they carry out. For details, visit www.fscs.org.uk or call 0800 678 1100.
Remigo Ltd is a UK lead generation company and is not authorised or regulated by the Financial Conduct Authority. Mortgage advice is provided by MoneyMates, a trading style of Kris Perryman, an Appointed Representative of New Leaf Distribution Ltd (FCA No. 460421). You can check the FCA authorisation of New Leaf Distribution Ltd on the FCA Register.