Complaints
Foundation Home Loans is committed to your needs through our service standards. However, should you feel unhappy with the service that we have provided, then please refer to our formal complaints procedure.
Complaints Procedure
Our complaints procedure is available to download or view here.
Complaints Summary Data
Every six months we are required by the FCA to provide them with information relating to the complaints that have received and investigated. This data is then published both by the FCA, and us, on our website.
The table below provides a summary of complaints received and resolved by Paratus AMC Limited in the period 1 July to 31 December 2024.
Firm name: Paratus AMC Limited
Period covered in this report: 1 July – 31 December 2024
Brands covered: Foundation Home Loans
|
Product / service grouping |
Number of complaints opened by volume of business |
Number of complaints opened |
Number of complaints closed |
Percentage closed within 3 days |
Percentage closed after 3 days but within 8 weeks |
Percentage upheld |
Main cause of complaints opened |
|
|
|
|
|
|
|
|
|
|
Home Finance |
13.25 per 1,000 accounts
|
414
|
444
|
9.45%
|
90.31%
|
21.84%
|
General Admin/ Customer Service |
|
|
|
|
|
|
|
|
|
|
Insurance and pure protection |
0.03 per 1,000 accounts |
1 |
1 |
0% |
100% |
0% |
Advising selling and Arranging |
*Insurance and pure protection complaints relate to Payment Protection Insurance and Buildings Insurance. We do not and have never provided PPI. We did not provide Buildings Insurance in 2024.
How to contact us if you have a concern
The simplest and quickest way to express your concern is to contact us, quoting your account number on 0344 770 8030 or email us at CustomerRelations@foundationhomeloans.co.uk. If you are unhappy with our response, you can pursue your complaint with the Financial Ombudsman Service which can be contacted by post at Exchange Tower, London E14 9SR, by email at complaint.info@financial-ombudsman.org.uk or by telephone on 0800 023 4567.