Complaints Procedure

Last updated: 21 July 2026

1. Our commitment to you

Mermaid Mortgages Ltd is committed to providing a professional, clear and friendly service.

We hope you will never have cause to complain. However, if something has gone wrong or you are unhappy with the service you have received, we want you to tell us.

We will treat your complaint seriously, investigate it fairly and use your feedback to improve our service.

Making a complaint will not affect the way you are treated or prevent you from continuing to receive assistance while the complaint is being considered.

2. Who this procedure applies to

This procedure applies to complaints about mortgage, protection and related services provided by Mermaid Mortgages Ltd and Louisa Seymour.

Mermaid Mortgages is a trading style of Mermaid Mortgages Ltd.

Mermaid Mortgages Ltd is an Appointed Representative of Stonebridge Mortgage Solutions Ltd, which is authorised and regulated by the Financial Conduct Authority.

Stonebridge Mortgage Solutions Ltd is responsible for overseeing the regulated activities carried out by its appointed representatives.

3. How to make a complaint

You may make a complaint by telephone, email or in writing.

You do not need to use formal legal language. Please explain what happened, why you are unhappy and what you believe would help resolve the matter.

You can initially contact Louisa:

Mermaid Mortgages Ltd
45 Dolphin Court Road
Paignton
England
TQ3 1AG

Email: louisa@mermaidmortgages.co.uk
Telephone: 07584 097131

Any complaint received by Louisa or Mermaid Mortgages Ltd will be recorded and passed to the appropriate complaints team where necessary.

You may also contact Stonebridge Mortgage Solutions Ltd directly:

Stonebridge Mortgage Solutions Ltd
Regency House
Miles Gray Road
Basildon
Essex
SS14 3FR

Email: complaints@stonebridgegroup.co.uk
Telephone: 0345 646 5535

4. Information to include

To help the complaint be investigated, please provide as much of the following information as possible:

• your full name;
• your address and contact details;
• details of the mortgage, protection policy or service involved;
• the name of the adviser or provider involved;
• relevant dates;
• a clear description of what happened;
• copies of relevant emails, letters or documents;
• details of any financial loss, inconvenience or distress;
• the outcome you would like to achieve.
  
  

Please do not send original documents unless specifically requested.

If further information is needed, you will be contacted and told what is required.

5. What happens after a complaint is received

Your complaint will be recorded and reviewed by an appropriate person.

Unless the matter can be resolved promptly, you will receive written acknowledgement confirming that the complaint is being investigated.

The investigation may include:

• reviewing your client file;
• examining emails, telephone notes and correspondence;
• checking advice and application records;
• speaking to Louisa or other people involved;
• contacting a lender, insurer or service provider;
• considering any financial loss or inconvenience;
• assessing whether appropriate procedures were followed.
  
  

You will be kept reasonably informed about the progress of the investigation.

If your complaint can be resolved within three business days, you may receive a written summary explaining the resolution and your right to refer the matter to the Financial Ombudsman Service if you remain dissatisfied. Otherwise, the complaint will follow the full investigation process.

6. The final response

For most complaints, a final written response will be provided within eight weeks of receiving the complaint.

The final response will explain:

• what has been investigated;
• the findings of the investigation;
• whether the complaint has been upheld;
• the reasons for the decision;
• any action or redress being offered;
• your right to refer the matter to the Financial Ombudsman Service, where applicable.
  
  

If a final response cannot be provided within eight weeks, you will receive a written explanation of the delay and an indication of when a response is expected.

You will also be told whether you may refer the complaint to the Financial Ombudsman Service without waiting any longer. The FCA’s complaint rules require most financial-services complaints to receive a final response, or an explanation for the delay, within eight weeks.

7. Financial Ombudsman Service

If you are unhappy with the final response, or a final response has not been provided within eight weeks, you may be entitled to refer your complaint to the Financial Ombudsman Service.

The Financial Ombudsman Service is impartial and free for eligible complainants to use.

You will normally need to refer your complaint within six months of the date of the final response. The final response will explain the applicable deadline and whether the Financial Ombudsman Service is able to consider your complaint.

You can contact the Financial Ombudsman Service at:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Telephone: 0800 023 4567

You can also submit a complaint through the Financial Ombudsman Service website. Its current contact page confirms that the helpline operates Monday to Friday and that complaints can be sent to its Exchange Tower address.

Some complaints, products or customers may fall outside the Financial Ombudsman Service’s jurisdiction. If this applies, it will be explained in the final response.

8. Complaints involving another provider

Your complaint may relate primarily to the actions of another organisation, such as:

• a mortgage lender;
• an insurance provider;
• a conveyancer;
• a surveyor;
• a credit-reference agency;
• another professional adviser.

Where appropriate, you may be directed to the complaints procedure of the organisation responsible.

Where information needs to be passed to another organisation, this will be handled in accordance with applicable data-protection requirements.

9. Accessibility and additional support

Please tell us if you need help making or communicating your complaint.

Reasonable steps can be taken to assist you, including:

• using your preferred communication method;
• providing information in an alternative format;
• communicating through an authorised representative;
• allowing additional time where reasonably required;
• making reasonable adjustments for a disability, health condition or vulnerability.
  
  

You may ask a family member, friend or other trusted person to help you, although permission may be needed before personal information can be discussed with them.

The Financial Ombudsman Service also provides accessibility support and can adapt the way it communicates with complainants.

10. Complaints about personal information

If your complaint concerns the way personal information has been collected, used, shared or protected, please also read our Privacy Policy.

The Privacy Policy explains how to raise a data-protection complaint and your right to contact the Information Commissioner’s Office.

11. No charge for complaining

There is no charge for making a complaint to Mermaid Mortgages Ltd, Stonebridge Mortgage Solutions Ltd or the Financial Ombudsman Service.

You do not need to use a solicitor or claims-management company to make a complaint. The Financial Ombudsman Service confirms that consumers can bring complaints directly without paying someone to represent them.

12. Changes to this procedure

This Complaints Procedure may be updated where:

• our business arrangements change;
• contact details change;
• regulatory requirements change;
• improvements are made to the complaint-handling process.
  
  

The latest version will be published on this page with the date of the most recent update.