Complaints Policy

At Domus Mortgages we aim to provide excellent service. If you experience any issues, please let us know so we can resolve them and improve.

Step 1 – Contact Domus Mortgages

To make a complaint, contact us so we can address your concerns.

Email: endrit@domusmortgages.co.uk

Provide your name, contact details, and relevant information about your concern. We will confirm receipt within 5 business days and resolve it promptly.

Step 2 – Referral to Ingard Financial Limited

If your complaint concerns regulated mortgage or insurance matters, or you are not satisfied after contacting us, we will refer it to our principal firm, Ingard Financial Limited, for resolution through their formal complaints process.

Ingard Financial Limited
Maple House, Park West, Sealand Road, Chester, CH1 4RN

Email: enquiries@ingard.co.uk

Ingard will investigate your complaint fairly and provide a final written response within 8 weeks of the date your complaint was first received.

Step 3 – Financial Ombudsman Service

Should you continue to be dissatisfied following Ingard's final response, or if you have not received a final response within eight weeks of submitting your complaint, you are entitled to escalate the matter to the Financial Ombudsman Service (FOS).

Financial Ombudsman Service
Exchange Tower, London, E14 9SR

Website: www.financial-ombudsman.org.uk
Email: complaint.info@financial-ombudsman.org.uk
Telephone:  0800 023 4567

Regulatory Information

Domus Mortgages Ltd is a trading style of Endrit Beqaj (FCA no. 1054564) , who is an Appointed Representative of Ingard Financial Limited (FCA no. 450731) , which is authorised and regulated by the Financial Conduct Authority.

Ingard Financial Limited is registered in England and Wales (No. 05728066).
Registered Office: Maple House, Park West, Sealand Road, Chester, CH1 4RN.
Authorised and regulated by the Financial Conduct Authority under registration number 450731.