Mortgage 1st Resolutions Process

Customer Guide

Mortgage 1st Resolutions Process

At Mortgage 1st we strive to provide our clients with the very highest standards of service and professionalism at all times. However, we accept that from time to time things do not always go to plan. If you are not satisfied with the way your transaction has progressed or would like to provide any feedback which will allow us to make improvements, please see the below details of how to do so.

How to contact us

If you would like to provide feedback, you can choose from the below;

You can email;

Write to us at;
Resolutions Department,
2 Napier Court
Gander Lane
S43 4PZ.

By phone; on 01246 201712


How long will it take?

Mortgage 1st will aim to provide a suitable resolution within 3 business days following notification of the dissatisfaction.

Should we be unable to provide you with a suitable resolution within this time Mortgage 1st will refer the matter to our network Stonebridge who will undertake an impartial investigation into the dissatisfaction raised.

You will receive an acknowledgment from Stonebridge within 5 working days. The acknowledgement will contain the outline of your complaint, the process for Stonebridge to investigate the complaint and that a final response will be provided to you following the investigation.

Stonebridge have 56 days to resolve your complaint, it will be treated as a top priority and they will send you their final response as soon as the investigation is complete.

If for whatever reason Stonebridge are unable to fully finalise the investigation in the 56 days, you will be contacted and advised of your options, this can include allowing them additional time to complete the investigation or alternatively you can contact the Financial Ombudsman at this point.

What happens next?

We will do everything in our power to resolve your dissatisfaction and provide a solution that is deemed satisfactory. If however this is not possible we will refer your dissatisfaction to our network Stonebridge in the initial instance. During this time please rest assured there will be no delay or detriment to your application will in anyway and we will continue to provide the same level of professionalism and service you would expect.