Complaint Procedure - CityMoor

Complaint Procedure

Complaint Procedure

At Citymoor Solicitors, we are committed to providing our clients with the highest standard of service. However, if something goes wrong, we want to hear from you so we can resolve the issue and improve our services.

How to Make a Complaint

If you are dissatisfied with any aspect of our service, please raise the matter as soon as possible. You can make a complaint by contacting:

Complaints Manager

Please provide the following details:

Your full name and contact information.
The nature of your complaint, including any relevant dates.
The person handling your matter (if known).
Any supporting documents or information.

What Happens Next?

Acknowledgement

We will acknowledge receipt of your complaint in writing within 5 working days.

Investigation

Your complaint will be investigated thoroughly by our Complaints Manager or another senior member of the firm. We aim to provide a detailed written response within 21 working days. If more time is needed, we will inform you and keep you updated.

Response

We will explain our findings and, where appropriate, offer remedies or actions we will take to resolve the issue.

What If You Are Not Satisfied?

If you are not satisfied with our response, you may escalate your complaint to the Legal Ombudsman, who can investigate complaints about legal services.

Legal Ombudsman Contact Details:

Email: sales@citymoor.co.uk enquiries@legalombudsman.org.uk
Website: www.citymoor.co.uk
Address: 268 Bath Rd, Slough SL1 4DX

You must contact the Legal Ombudsman:

Within six months of receiving our final response, and
No more than one year from the date of the act or omission, or
No more than one year from when you should reasonably have known there was a cause for complaint.

Citymoor Financial Ltd which is authorised and regulated by the Financial Conduct Authority FCA No. 922092. You can check this by visiting the FCA’s website www.register.fca.org.uk. Citymoor Financial Ltd is a company registered in England and Wales with company number 12300295. Registered Office: 7 Edenbridge Rd, Slough SL2 2JG. Trading Address: 268 Bath Rd, Slough SL1 4DX

Contact

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We are a credit broker not a lender. We may receive commissions that will vary depending on the lender, product, or other permissible factors. The nature of any commission model will be confirmed to you before you proceed. A broker fee and an administration fee may be payable upon your mortgage application, depending on your individual circumstances. Your mortgage consultant will explain any applicable fees during your initial appointment. Please note that your home or property may be repossessed if you do not keep up repayments on your mortgage. Early repayment charges may apply if you choose to repay your mortgage before the end of the agreed term. Insurance policies may lapse if regular premium payments are not maintained, and you may not be covered in the event of a claim. The FCA does not regulate most Buy to Let mortgages, Commercial Mortgages, Bridging Finance and some of the products we offer.

Copyright © 2025 Citymoor Financial | Designed & Developed by Alumination

Citymoor Financial Ltd which is authorised and regulated by the Financial Conduct Authority FCA No. 922092. You can check this by visiting the FCA’s website www.register.fca.org.uk. Citymoor Financial Ltd is a company registered in England and Wales with company number 12300295. Registered Office: 7 Edenbridge Rd, Slough SL2 2JG. Trading Address - 268 Bath Rd, Slough SL1 4DX

Contact

Useful links

Join Our Team

We are a credit broker not a lender. We may receive commissions that will vary depending on the lender, product, or other permissible factors. The nature of any commission model will be confirmed to you before you proceed. A broker fee and an administration fee may be payable upon your mortgage application, depending on your individual circumstances. Your mortgage consultant will explain any applicable fees during your initial appointment. Please note that your home or property may be repossessed if you do not keep up repayments on your mortgage. Early repayment charges may apply if you choose to repay your mortgage before the end of the agreed term. Insurance policies may lapse if regular premium payments are not maintained, and you may not be covered in the event of a claim. The FCA does not regulate most Buy to Let mortgages, Commercial Mortgages, Bridging Finance and some of the products we offer.

Copyright © 2025 Citymoor Financial | Designed & Developed by Alumination