Customer Complaint Notice

Lime Tree FS (Cambridge) Ltd are an appointed representative of Primis Mortgage Network, a trading name of First Complete Ltd. First Complete Ltd is authorised and regulated by the Financial Conduct Authority.

We are committed to providing a professional service to all our customers.
If you are unhappy then we want to hear about it so we can try to put things
right. With this in mind, we have the following complaints procedure in place.

You can make a complaint by any reasonable means including telephone, letter, or
email.

Our contact information:

• Write to: 4 Trust Court Vision Park Histon
Cambridge CB24 9PW

• Telephone:01223 266140

• Email: shammond@limetreefs.co.uk

If you prefer, you can also refer your complaint to PRIMIS directly using the following
contact details:

• Write to – PRIMIS Mortgage Network, Customer Resolution Team, Ground
Floor, Birmingham Business Park, B37 7YT.

• Telephone: 0121 767 1139

• Email: complaints.solihull@primis.co.uk

You can also complain via their website:

• https://www.primis.co.uk/privacy-notices/complaints/

The same section of the website contains more information about PRIMIS’ role in
complaints handling and about how Appointed Representative relationships work.

How we will handle your complaints

Simplified Complaints

We will use this process if:

• your complaint is about a simple matter – that we can look into and solve
quickly and easily; and
• you direct it to us (rather than directly to PRIMIS Mortgage Network) in the
first instance.

FINANCIAL PROMOTIONS POLICY v5 85

We will investigate your complaint and aim to resolve it within three business days
following the date of receipt. If you are happy to accept our proposed resolution, we
will send you written confirmation of our investigation.

If you cannot confirm acceptance by the end of the third working day (for example –
because you are not happy with our proposed response or if you are not available to
discuss it with us) then the case will be referred to PRIMIS Mortgage Network. It will
then be handled in line with the Formal Complaint process outlined below.

If your complaint is more complex or is unlikely to be resolved quickly then we will
usually refer it to PRIMIS straight away

Formal Complaints

The formal complaints process will be used where:

• we can’t resolve your complaint to your satisfaction within 3 working days: or
• your complaint is likely to involve more complex assessment or investigations; or

• you send your complaint directly to PRIMIS Mortgage Network rather than to
us in the first instance; or

• you ask us to deal with your complaint in this way rather than via a simplified
process.

Upon receipt PRIMIS will acknowledge your complaint promptly and will investigate it
fairly and impartially. They will write to you within 8 weeks to confirm the outcome of
their investigation.

In the unlikely event that their investigation is not complete within eight weeks of
receipt of your complaint they will write to you to explain why and let you know when
you can expect to hear from them. They will also provide details of how to contact
the Financial Ombudsman Service if you are not satisfied with progress.

The Financial Ombudsman Service

If, following PRIMIS’ investigation you are still not happy with the outcome you have
a statutory right to refer your complaint to the Financial Ombudsman Service.

It is a service free of charge to consumers and you may refer the matter to the
Financial Ombudsman Service (FOS) within six months from the date that you
received a final response to your complaint.

You can contact the service using the following details:

Telephone: 0800 023 4567

Email: complaint.info@financial-ombudsman.org.uk

You can also visit their website and refer complaints to them online by visiting.
FINANCIAL PROMOTIONS POLICY v5 86

https://www.financial-ombudsman.org.uk/

Let us know if you need any extra help or support.

We are committed to providing a complaints service that is accessible to all our
customers.

If you will have any difficulties with any elements of the process that is outlined
above, or if there are circumstances that might mean we need to change the way in
which we handle your complaint then please let us know when you tell us about your
complaint.