BrightMCR
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Complaints procedure

We want you to be happy with your report. If something has gone wrong, please tell us and we will look into it properly.

How to complain

Please contact us in the first instance by email at mcr@bmimoney.co.uk, by telephone on 01235 754475, or in writing to Bright Money Independent Ltd, Suite 2a, Kille House, Chinnor Road, Thame, Oxfordshire, OX9 3NU. It helps if you include your report reference (BMR-XXXX), what happened, and what you would like us to do to put it right.

What happens next

  • We acknowledge your complaint promptly, and within five working days at the latest.
  • A senior member of the firm who was not involved in the matter reviews it wherever possible.
  • We aim to send you a full written response within four weeks, and in any event within eight weeks of receiving your complaint. If we cannot resolve it in that time, we will write to explain why and tell you when to expect an answer.
  • Our final response sets out our findings, our decision and any redress we are offering.

We keep a record of every complaint and its outcome for six years.

Network complaints address

Bright Money Independent Ltd is an appointed representative of Sesame Ltd, which is authorised and regulated by the Financial Conduct Authority (FCA Firm Reference Number 578068). Complaints relating to regulated advice may also be referred to Sesame Ltd.

Financial Ombudsman Service

A Mortgage Capacity Report prepared for financial remedy proceedings is not a regulated activity under the Financial Services and Markets Act 2000. Complaints about this unregulated service may not fall within the jurisdiction of the Financial Ombudsman Service. Where a complaint relates to regulated mortgage or protection advice provided by Bright Money Independent Ltd, the Financial Ombudsman Service may be able to consider it once our internal process is exhausted. You would normally need to refer the complaint to the Ombudsman within six months of our final response. The service is free to consumers. See financial-ombudsman.org.uk, email complaint.info@financial-ombudsman.org.uk, or call 0800 023 4567.

Data protection complaints

If your complaint is about how we have handled your personal data, please see our privacy notice. You can also complain to the Information Commissioner's Office at ico.org.uk.