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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’re Muttuo Mortgages, an online mortgage broker and a trading style of Fitch & Fitch Ltd. Fitch & Fitch Ltd is an appointed representative of JLM Mortgage Network Ltd and is listed on the Financial Services Register under reference number 955014. JLM Mortgage Network Ltd is authorised and regulated by the Financial Conduct Authority under reference number 300629. You can verify these details on the Financial Services Register.

The Financial Conduct Authority does not regulate some forms of buy-to-let mortgage. The information and services provided through this website are intended for UK residents only.

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 the 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 six to seven weeks of receiving the complaint, either directly from the complainant or through a third party, JLM will send an interim response explaining the situation.

If JLM has not provided a final response within eight weeks of receiving the complaint, the complainant may have the right to refer it to the Financial Ombudsman Service (FOS). The complainant may also be able to refer the complaint to the FOS if they remain dissatisfied with JLM’s final response.

The Financial Ombudsman Service can generally consider complaints relating to residential mortgages, Consumer Buy-to-Let mortgages and personal protection policies. It may not be able to consider complaints relating to other Buy-to-Let or commercial mortgages. JLM will confirm whether the complainant is eligible to refer their complaint to the Financial Ombudsman Service.

Where a final response has been issued, the complainant must normally refer the complaint to the Financial Ombudsman Service within six months of the date of JLM’s final response. If the complaint is not referred within this timeframe, the Financial Ombudsman Service may be unable to consider it.

Visit the website: Fill out the online form on the Financial Ombudsman Service website 

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 the FCA website or email consumer.queries@fca.org.uk.

Last updated: 3rd August 2026