Mortgage Capacity Opinion

Legal

Complaints procedure

Last updated 22 August 2026

If something has gone wrong, we want to know. Most concerns are resolved quickly once they are raised.

Raising a concern

Email jon@mortgagecapacityopinion.co.uk, or write to Mortgage Capacity Opinion, 30 Great Underbank, Stockport, SK1 1NB, United Kingdom. Please mark it as a complaint so that it is not treated as ordinary correspondence.

It helps if you can tell us:

  • your name and, if you are a firm, your file reference;
  • our reference for the matter, if you have it;
  • what has gone wrong, and when;
  • what you would like us to do about it.

What happens next

  1. Acknowledgement within two working days. We will confirm we have received the complaint and who is dealing with it.
  2. Investigation. We review the instruction, the evidence supplied, the report and the correspondence. We may ask you for more information.
  3. A written response within 15 working days. It will set out what we found, whether we accept the complaint, and what we propose to do. If we need longer — because a matter is complex or someone is away — we will tell you before the 15 days are up and give you a new date.
  4. Review. If you are not satisfied with the response, say so and we will review it once more, and confirm our final position in writing.

Correcting a report

Where a complaint identifies a factual error in a report, we will correct it and reissue at no charge. Where our opinion changes as a result of new information or a correction, we will say so in writing to everyone who received the report, promptly. That obligation applies with particular force where we have been appointed under Part 25.

Redress

The Financial Ombudsman Service is not available in respect of our work, and it is not covered by the Financial Services Compensation Scheme. Our regulatory status page explains the position.

Nothing in this procedure affects your legal rights, and you are free to take independent advice at any stage.

Data protection concerns

If your concern is about how we have handled personal data, please raise it with us first. You also have the right to complain to the Information Commissioner’s Office at ico.org.uk. Our privacy notice has the detail.

Records

We keep a record of every complaint, the investigation and the outcome, and review them periodically to see whether something in the process should change.