Introduction
Quantum Mortgages aspires to offer its customers and intermediaries the best possible experience when using its services. In the event that we fall short of achieving this goal we want to make certain that complaints to us are managed in a fair and prompt manner. It is a key element of the firm’s commitment to conducting itself with customers and treating them fairly.
Should you wish to make a complaint you can contact us in the following ways:
- Email us at complaints@quantummortgages.co.uk
- Write to us at Complaints Department, Quantum Mortgages, PO Box 1043, Ipswich SUFFOLK IP1 9XZ
- Call us on 01908 909650
Timings
We will do all we can to resolve your complaint quickly and efficiently. If we are able to resolve your complaint within three working days following receipt of your complaint, we will send you a letter called a summary resolution communication (“SRC”) confirming this. This letter will be sent out no later than two business days following resolution.
Complaints relating to the handling of your personal data are exempt from our three-day complaints process and will automatically be treated as a full formal complaint as per the process below.
If your complaint cannot be resolved within three working days, we will issue you with an acknowledgment letter within five working days confirming our understanding of your complaint, how it will be handled, and giving you the opportunity to provide any further information or documents.
We aim to provide a full written response within eight weeks of receiving the complaint. If we’re unable to provide a final response within this time, we’ll provide you with a written response explaining our position and setting out the next steps and your right to refer to your complaint to the Financial Ombudsman (“FOS”) or the Information Commissioner’s Office (“ICO”).
If you are unhappy with our final response, you have the right to refer your complaint to the Financial Ombudsman Service free of charge, but you must do so within six months of our full written response. If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances.
You should allow us to complete our internal Complaints Procedure first, before you refer your concerns to the Financial Ombudsman Service.
Please note – our buy-to-let and bridging products are unregulated, and the FOS may therefore determine that your complaint is ineligible for their service.
If your complaint is about how we have handled your personal data and you are unhappy with our response, you have the right to refer your complaint to the Information Commissioner’s Office – ico.org.uk/make-a-complaint or call: 0303 123 1113.
Review of this policy
We keep this policy under review. This policy was last updated on the 19/06/2026