Complaints

How to Make a Complaint

If something is not quite right and you would like to raise a complaint of Aviella Mortgages we value your feedback and are committed to addressing any concerns you may have. 

If you wish to make a complaint, you can contact us either in writing at the address below, by telephone or by submitting your complaint using the form below. 

Please follow the steps outlined below to ensure your issue is handled promptly and effectively.

  • How Should I Submit my Complaint

    You can submit your complaint in writing to our Complaints Officer at the following address:  

     

    The Complaints Officer 

    Cornerstone Finance Unit E, 

    Copse Walk Cardiff Gate Business Park Cardiff 

    CF23 8RB.

      

    For immediate assistance you can call us at 02921 660550 


    Alternatively you can contact us via the "Submit Your Complaint" form below.

  • What information do I need to provide?

    Please provide your contact details, a description of your complaint, and any relevant documentation to help us address your issue effectively.

  • What happens after I submit my complaint

    Once we receive your complaint, we will acknowledge it within 5 working days. Our team will investigate the matter and aim to resolve it as quickly as possible, keeping you informed throughout the process.

  • How long will it take to resolve my complaint?

    The time taken to resolve a complaint can vary depending on the complexity of the issue. We strive to resolve all complaints within 28 days, but we will keep you updated if it takes longer.

  • Can I escalate my complaint?

    If you are not satisfied with our response, you have the right to escalate your complaint to the Fiancial Ombudsman Service. 

    Address

    The Financial Ombudsman Service

    Exchange Tower

    London

    E14 9SR


    Telephone 

    0800 0234 567.

  • What if I need further assistance?

    If you require additional support, please do not hesitate to reach out to our customer service team, who are here to help you.

Submit Your Complaint

At Aviella Mortages, we value your feedback. If you have any concerns or complaints regarding our services, please provide the details below. Our team is committed to addressing your issues promptly and effectively.

Contact Us