Complaints Procedure

Last updated: March 2026

Simply Bridging is a trading style of Simply Mortgages NW Ltd, authorised and regulated by the Financial Conduct Authority (FCA Reference: 726217). We are committed to providing a high standard of service, but we recognise that things can occasionally go wrong. If they do, we want to know about it so that we can put things right as quickly as possible.

How to make a complaint

You can contact us by any of the following methods:

Please include your name, contact details, a description of your complaint and, where relevant, any reference numbers or dates that will help us locate your case.

What happens after you complain

We will acknowledge your complaint promptly, normally within five business days of receiving it.

We aim to investigate all complaints thoroughly and provide a full written response within eight weeks. In most cases we resolve complaints considerably faster than this.

Our response will either:

• Accept the complaint and explain what we propose to do to put things right, or
• Decline the complaint and explain the reasons why

If you are not satisfied with our response

If you remain dissatisfied after receiving our final response, or if eight weeks have passed since you first complained and you have not received a final response, you have the right to refer your complaint to the Financial Ombudsman Service (FOS). This is a free and independent service.

FCA supervision

Simply Mortgages NW Ltd is authorised and regulated by the Financial Conduct Authority. You can verify our registration on the FCA Register at register.fca.org.uk using FCA Reference 726217.

Our commitment

We treat complaints as an opportunity to improve. Every complaint is reviewed and we use the feedback to assess whether any changes to our processes are needed. We will always deal with complaints fairly, transparently and without any cost to you.