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 been 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 2019.

Firm name: Partaus AMC Limited

Period covered in this report: 1 July – 31 December 2019

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

13.61 per 1,000 accounts

348

346

38.7%

61.3%

13.6%

Disputes over sums / charges

 

 

 

 

 

 

 

 

Insurance and pure protection

1564.05* per 1,000 accounts

1392*

1399

38.0%

62.0%

0.3%

Unsuitable advice

 

*Insurance and pure protection complaints relate to Payment Protection Insurance and Buildings Insurance. We do not provide Payment Protection insurance of which there are 1369 included in the number of complaints opened figures above.

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. Alternatively you may be eligible to seek online dispute resolution via the European Commission whose website may be accessed at http://ec.europa.eu/consumers/odr/.