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Complaints policy

Here’s everything you need to know about our complaints policy. Please take a moment to read through it. If you have any questions, email us at help@muttuomortgages.com.

Who we are

We are Muttuo Mortgages, an online mortgage broker. Muttuo Mortgages is a trading name of Fitch & Fitch Ltd, which is an appointed representative of JLM Mortgage Network Ltd, which is authorised and regulated by the Financial Conduct Authority, registration numbers 955014 and 300629. You can find more details at www.fca.org.uk.

Please note that some types of mortgages aren’t regulated by the FCA. Our advice is solely intended for UK residents.

Company details

  • Registered Office: 340 The Crescent, Severalls Business Park, Colchester, Essex CO4 9AD
  • Registered in England: Company Number 08375299
 

How we approach your complaint

Every customer matters to us, and we believe you deserve fair and courteous service. Fitch & Fitch Ltd is regulated by the FCA, so you can register a complaint at any time. We do not create barriers to you doing so, and you can speak directly to our directors or compliance manager.

If you wish to register a complaint, you can do so by contacting our principal firm, JLM Mortgage Network Ltd., using the methods outlined below.

In writing: Compliance Dept. JLM Mortgage Network Ltd, 21a Churchyard, Hitchin, Hertfordshire, SG5 1HP

Telephone: 01462 455655

Email: compliance@jlmms.co.uk.

There are some complaints we cannot consider but JLM will explain to you if this is case.

If you’re dissatisfied with our service or the advice you receive, JLM will initially attempt to resolve the matter informally if you are happy for them to. If JLM can resolve the matter within 3 business days of receipt, they will send you confirmation. JLM will also let you know about the Financial Ombudsman Service (FOS) at this time.

If JLM are unable to resolve the matter quickly to your satisfaction, or you would prefer a formal process, they have a detailed complaint-handling process to ensure they can investigate and respond to your complaint thoroughly and fairly. This is process is summarised further below.

Initial acknowledgement

Upon receiving details of a complaint, JLM will contact the complainant to establish the full details of the complaint, including the people involved, the cause of dissatisfaction, and any actions that can be taken to minimise the loss.

JLM will provide details of the investigating officer and how to contact them. This will be followed up with a written acknowledgement.

Investigating complaints

JLM will review records and discuss your concerns with everyone involved. Sometimes they need to liaise with third parties such as lenders or solicitors, which can take more time, and they may require your authorisation to do so. JLM will keep you informed throughout.

Responding to your concerns

Having thoroughly assessed the complaint and established the amount of any financial compensation owed, JLM will send a final response letter to the complainant.

JLM will make every effort to ensure that the investigation and assessment of a complaint are completed as quickly as possible. If the investigation cannot be completed within 6 to 7 weeks from the date of the complainant’s complaint or from the date the complaint is forwarded to JLM by a third party, JLM will send an interim response to the complainant explaining the situation.

If you feel JLM does not handle your complaint fairly, you may be able to refer it to an independent adjudicator, the Financial Ombudsman Service (FOS), especially if the matter concerns residential mortgages, Consumer Buy-to-Let, and personal protection policies, as these are regulated by the Financial Conduct Authority (FCA). The same usually does not apply to other Buy-to-Let or commercial mortgages, but we will inform you if this is the case.

Visit the website: Fill out the online form www.financial-ombudsman.org.uk

Write to: Exchange Tower, Harbour Exchange, London E14 9SR

Email: complaint.info@financial-ombudsman.org.uk

We are authorised and regulated by the Financial Conduct Authority (FCA), which has set out specific rules for handling complaints. Our procedure complies with FCA regulations. If you require further information, please visit http://www.fca.org.uk or email consumer.queries@fca.org.uk.

Last updated: 1st June 2026