Complaints procedure

Email admin@noahsure.co.uk with "Complaint" in the subject line, or write to Complaints, Noahsure Group Limited, 1 Canada Square, Canary Wharf, London, E14 5AA. Please include:

• your name, email address and telephone number;
• your enquiry reference, if you have one;
• what happened and when;
• what you would like us to do to put it right.

• We acknowledge every complaint within three business days.
• We aim to give you our full written response within four weeks. If we cannot, we will write to you to explain why and when you can expect an answer.
• In all cases we will send you a final response within eight weeks of receiving your complaint.

EquitySecure introduces you to mortgage brokers authorised and regulated by the Financial Conduct Authority. We do not give advice and we do not arrange credit, so a complaint about the advice you received, the product recommended, the fees charged or how your application was handled must be made to that broker or lender directly. They operate their own regulated complaints procedure.

If they do not resolve it, or you do not receive a final response within eight weeks, you may be able to refer the complaint free of charge to the Financial Ombudsman Service, Exchange Tower, London E14 9SR — 0800 023 4567 — financial-ombudsman.org.uk. Ombudsman eligibility depends on the firm and the activity complained about; the broker's own complaints information will confirm your rights.

Complaints about how we have handled your personal data can also be raised with the Information Commissioner's Office. We will always tell you who is best placed to help and pass details on where you ask us to.