Last updated: 13th October 2026
We aim to give every client an excellent service. If we fall short, we want to know, so that we can put things right and learn from it. This page explains how to make a complaint, what we will do, and what you can do if you are not happy with our response.
Your Door Mortgage Advice Limited is an Appointed Representative of Cornerstone Finance Group Ltd, which is authorised and regulated by the Financial Conduct Authority. Making a complaint is free, and it will not affect how we treat you.
How to make a complaint
You can complain in any way that suits you:
- By email: admin@yourdoormortgageadvice.co.uk
- By phone: 01947 469003
- In writing: Your Door Mortgage Advice Limited, Church House, Whitby, YO21 3BA
To help us look into things quickly, please tell us your name and contact details, any reference number we have given you, what went wrong and when, and what you would like us to do to put it right. If you would like someone else to complain on your behalf, we will need your written permission.
If you need us to communicate in a different way, for example because of a disability or because you are in vulnerable circumstances, please tell us and we will make reasonable adjustments.
What happens next
| Stage | What we will do | When |
|---|---|---|
| 1. Acknowledgement | Confirm in writing that we have received your complaint, explain how we will handle it, and give you the name of the person dealing with it. | Within 5 working days |
| 2. Investigation | Review your complaint fairly and impartially, looking at all the information and speaking to the people involved. We may contact you for more details. | Ongoing |
| 3. Progress update | If we have not resolved your complaint, we will write to explain why and tell you when to expect a final response. | Within 4 weeks of receiving it |
| 4. Final response | Send our decision in writing, explaining whether we uphold your complaint, why, and any offer to put things right. | Within 8 weeks of receiving it |
If we resolve your complaint to your satisfaction by the end of the third business day after we receive it, we will send you a written confirmation of this instead of the stages above, and we will tell you that you may still refer the matter to the Financial Ombudsman Service if you are not satisfied.
Because we work with our regulated principal firm, Cornerstone Finance Group Ltd, we may share your complaint with it so that it can be investigated properly. We will tell you if this happens, and we will handle your information in line with our Privacy Policy.
If you are not happy with our final response
If we have not sent you a final response within 8 weeks, or if you are unhappy with our final response, you may be able to refer your complaint to the Financial Ombudsman Service (FOS). The FOS is a free and independent service that settles disputes between consumers and financial businesses.
You normally need to contact the FOS within 6 months of the date of our final response. Our final response will confirm this deadline. The FOS also has time limits relating to when the problem happened or when you first became aware of it, so please do not delay if you want to take your complaint further. You do not have to wait for our final response if we have not replied within 8 weeks.
Financial Ombudsman Service
Exchequer Court, 33 St Mary Axe, London EC3A 8AA
Telephone: 0800 023 4567 (free from landlines and mobiles) or 0300 123 9123
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk
Using our complaints procedure or the Financial Ombudsman Service does not affect your legal right to take court action. You should consider getting independent legal advice before doing so.
How we use what we learn
We keep a record of every complaint and review them regularly to spot patterns, fix problems at the root and improve our service. We keep complaint records in line with regulatory requirements and our Privacy Policy.
For more about how we are regulated, see the regulatory information in the footer of this website. You can also check our firm’s details on the Financial Services Register.