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.
Our complaints procedure is available to download or view here.
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 January to 30 June 2019.
Firm name: Partaus AMC Limited
Period covered in this report: 1 January - 30 June 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 | 17.09 per 1,000 accounts | 322 | 371 | 10.8% | 89.2% | 18.3% | Disputes over sums / charges |
| Insurance and pure protection | 1250.00* per 1,000 accounts | 766* | 780 | 62.2% | 37.8% | 0.9% | 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 738 included in the number of complaints opened figures above.
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/.
