Apply Mortgage Protection
    Get Started

    Complaints Policy

    Last updated: May 2026

    At Apply Mortgage Protection Ltd, we strive to provide the highest level of service. However, we understand that sometimes things can go wrong. If you are dissatisfied with our service, we want to hear from you so we can put things right.

    How to Make a Complaint

    In Writing

    Complaints Department,
    Apply Mortgage Protection Ltd,
    107 Station Road,
    Chingford, London, E4 7BU

    By Phone

    0208 059 2276

    Our Complaints Process

    When we receive a complaint, we will handle it fairly, consistently, and promptly. Here is what you can expect:

    1

    Acknowledgement

    We will acknowledge your complaint in writing within 5 working days of receipt. We will also provide you with the name and title of the person handling your complaint.

    2

    Investigation

    We will investigate your complaint thoroughly and impartially. This may involve reviewing your file, listening to call recordings, or speaking with the staff member involved.

    3

    Final Response

    We aim to resolve most complaints within 4 weeks. If we cannot resolve your complaint within this timeframe, we will write to you to explain why and let you know when we expect to provide a final response. By the end of 8 weeks, we will issue a Final Response letter detailing our findings and any proposed resolution.

    The Financial Ombudsman Service (FOS)

    If you are not satisfied with our Final Response, or if 8 weeks have passed since you first raised your complaint and you have not received a Final Response, you have the right to refer your complaint to the Financial Ombudsman Service (FOS).

    The FOS is a free, independent service for resolving disputes between financial firms and their customers. You must contact them within 6 months of the date of our Final Response letter.

    Need to speak with us?

    If you have any questions about our complaints procedure, we're here to help.

    Contact Us