Complaints
If something’s gone wrong, we want to know — and to fix it quickly. Here’s how, and where to go depending on what the complaint is about.
Last updated: 13 July 2026
Complaints about Broker Finder
If your complaint is about our matching service — the questionnaire, how your data was handled, an introduction we made, or anything on this site — contact us:
- Email hello@findbroker.co.uk with “Complaint” in the subject line, or use the contact form and choose “A complaint”.
- Tell us what happened, when, and what you’d like us to do about it.
We’ll acknowledge your complaint within 3 working days, investigate properly, and give you a full written response within 4 weeks — sooner where we can. If it’s going to take longer we’ll tell you why and when to expect our answer.
Complaints about a broker
Broker Finder is an introducer: the mortgage advice you receive comes from the broker you chose, who is authorised and regulated by the Financial Conduct Authority. If your complaint is about the advice, service or fees of a broker:
- Complain to the broker first. Every FCA-regulated firm must have a complaints procedure and respond within the FCA’s time limits (normally a final response within 8 weeks).
- Escalate to the Financial Ombudsman Service if you’re unhappy with their final response or don’t receive one in time — free for consumers, at financial-ombudsman.org.uk or 0800 023 4567.
Please tell us too. It doesn’t replace the formal route above, but broker conduct affects who stays on our panel — a pattern of complaints is exactly the kind of thing our vetting exists to catch.
Complaints about your data
Data concerns are covered in our privacy policy. You can always raise them with us first at hello@findbroker.co.uk, and you have the right to complain to the Information Commissioner’s Office at ico.org.uk.