Making a complaint

At Platform we are committed to providing you with the best service possible. However, we recognise that sometimes things can go wrong. Letting us know when you’re not happy with our products or service provides us with the opportunity to put it right, and helps us to improve our service for all of our customers.

We promise to:

  • Treat your complaint fairly
  • Try to resolve complaints when you first contact us
  • If we cannot resolve your complaint when you first contact us, send you a response in writing
  • Keep you informed of our progress

How to make a complaint

The first step is for us to understand your complaint. How you can contact us:

If your complaint relates to your application for a mortgage, please contact us here:

Telephone: 0345 070 1999

Alternatively write to:

Customer Response (C097)
Britannia House
Cheadle Road
Leek
Staffordshire
ST13 5RG

Current customers: mortgage accounts and insurance

If your complaint relates to your mortgage account or to insurance, please contact us here:

Telephone: 01752 236555

Alternatively write to:

PO Box 237
Plymouth
PL1 1WG

To help us resolve your complaint we’ll need the following information:

  • Details of what you are concerned about
  • Your name and address
  • Account number (where possible)
  • A daytime telephone number.

 Please let us know if you need your response to be sent in an alternative format such as large print, audio or Braille.

What happens next?

We’ll always do everything we possibly can to resolve a complaint straight away. Where this isn’t possible, we will keep you informed of our progress until your complaint has been resolved.

Not satisfied with our response?

Should you remain unhappy with our response, you have the option to refer the matter to the Financial Ombudsman Service.

For more information about the Financial Ombudsman Service, visit their website using the link below.

Go to the Financial Ombudsman

Or contact them:

Post:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Telephone: 0800 0 234 567 or 0300 123 9 123

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

About the Financial Ombudsman Service

The Financial Ombudsman Service is a free service set up to help resolve individual disputes between customers and businesses providing financial services in the UK. If you purchased your product online you also have the option to refer your complaint to the Financial Ombudsman Service using the Online Dispute Resolution platform, the platform has been set up by the European Commission to provide an online tool for consumers to resolve disputes about goods and services purchased online. You can access the platform here.

Complaints reporting

Every six months we submit information to the Financial Conduct Authority (FCA) about the complaints we've received from our customers. View our complaints report here.

YOUR HOME MAY BE REPOSSESSED IF YOU DO NOT KEEP UP REPAYMENTS ON YOUR MORTGAGE