Roedean Mortgage Solutions >> Complaints

Complaints

The guidance and/or advice contained within this website is subject to the UK regulatory regime, and is therefore targeted at consumers based in the UK.

If you wish to register a complaint, please write to Touchstone Corporate Limited, 5 The Drive, Hove, East Sussex BN3 3JE or telephone 0330 353 0029.

A summary of our internal complaints handling procedures, for the reasonable and prompt handling of complaints is Dealing with your Complaint  is available here and if you cannot settle your complaint with us, you may be entitled to refer it to the Financial Ombudsman Service at www.financial-ombudsman.org.uk or by contacting them on 0800 023 4 567.

Data Subject Complaints

This section details the guidelines that enables the data subject to lodge a complaint as detailed below:

Data subjects are able to complain about:

• how their personal data has been processed
• how their request for access to data has been handled
• how their complaint has been handled
• appeal against any decision made following a complaint.

How to make contact with our Firm in relation to the use of Your Personal Data

If you have any questions or comments about the way we are using your personal data, or wish to make contact in order to exercise any of your rights please contact:

Philip Moore (Director) pmoore@touchstonecommercial.co.uk

If you have any concerns or complaints as to how we have handled Your Personal Data you may lodge a complaint with the UK’s data protection regulator, the ICO, who can be contacted through their website at https://ico.org.uk/global/contact-us/ or by writing to Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF.

The firm will ensure that any complaints received by data subjects will be passed to Susan Moore – Compliance Officer at Touchstone Corporate Limited, immediately for resolution.

Complaints are to be resolved within 30 days. Appeals on the handling of complaints are to be resolved within 30 days.

If Touchstone Corporate Limited fails to act on a data subject’s access request within 30 days, or refuses the request, it will set out in clear and plain language the reasons it took no action/refusal. The firm will inform the data subject(s) of their right to complain directly to the supervisory authority.

Please note that Roedean Mortgage Solutions Ltd does not enter into any form of contract by means of internet email. None of the staff of Roedean Mortgage Solutions Ltd are authorised to enter into any contracts on behalf of the Company in this way.  All contracts to which Roedean Mortgage Solutions Ltd is a party are documented by other means.

Roedean Mortgage Solutions Ltd monitors emails to ensure its systems operate effectively and to minimise the risk of viruses. Whilst it takes reasonable steps to scan email, it does not accept liability for any virus that it may contain.