Complaints procedure & regulatory information
City Mortgage Solutions Limited is authorised and regulated by the Financial Conduct Authority. This page sets out how to raise a complaint, and our full regulatory details.
How to raise a complaint
Tell us
Contact your adviser directly, or email hq@citymortgagesolutions.co.uk, with full details of your complaint.
We investigate
We aim to acknowledge every complaint within 7 days and resolve most within 8 weeks.
Escalate if needed
If you’re not satisfied with our response, you can refer your complaint to the Financial Ombudsman Service, free of charge.
Our regulatory details
City Mortgage Solutions Limited is authorised and regulated by the Financial Conduct Authority. Our Financial Services Registration number is 466719. Our registered address is 6 Bevis Marks, London EC3A 7BA. You can check our authorisation on the FCA Register.
If you remain unhappy after our final response, you may refer your complaint to the Financial Ombudsman Service free of charge, normally within six months of our final response.
See also our Privacy Policy and Consumer Duty statement.
Our commitment to good outcomes
Under the FCA's Consumer Duty, City Mortgage Solutions Limited is required to act to deliver good outcomes for our clients at every stage: clear communication, products and services that offer fair value, and support that helps you make an informed decision. This applies to every piece of mortgage and protection advice we give, whether you're a first-time buyer, a home mover, remortgaging, or a landlord.
Questions about how we’re regulated?
We’re happy to talk you through anything on this page. Contact our head office team, or message us on WhatsApp.