Complaints Procedure

I NEED ADVICE aim to provide the best customer experience we can. If you are not happy with the service you have received or with the information on the website, please get in touch by the below method and we can aim to resolve your complaint as quickly as possible:

Via email –

In your complaint, please provide the following information in order to enable us to direct your complaint to the appropriate person.

  • Name, Contact Number and Address
  • A description of your complaint, including details of the person(s) involved
  • Your expected outcome of how you would like us to resolve your complaint

We aim to resolve your complaint straight away, however, it can take us some time to investigate your complaint in order to find out how you feel things went wrong. Therefore, we aim to reply to your complaint within 5 days or receipt. This may be in a letter or email. We aim to fully resolve any complaints received within 4 weeks.

If you are complaining about a mortgage  adviser or advice you have received:

I NEED ADVICE accepts no responsibility for advice or services provided by any third parties, but if you have a compliant about one of the mortgage advisers we pass you to, we want to know.

We want to ensure our visitors are treated fairly by third parties we recommend, however we cannot be held responsible for the actions of another company and as such you will need to take the complaint up with them directly following their complaints procedure. This is usually first dealt with directly by them, or with the regulator and financial ombudsman.


Because we know mortgages can be complicated if you go it alone.

Why match with a mortgage advisOr?

Orange Tick They are experienced, which can boost your chances of being approved.

Orange Tick They can guide you through the whole mortgage process.

Orange Tick They are able to access the whole market, including broker exclusive products.

Get Advice

Our matching service is free and there is no obligation to proceed with the advice.

By completing this form you agree to be contacted about your mortgage enquiry.


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How does I NEED ADVICE work?

1st Stage how mortgage advice works

Fill out our quick form so we can match you with the perfect broker. It only takes a few minutes and won’t impact your credit score.

2nd Stage how mortgage advice works

We will match you to an expert mortgage advisor who can help you in your situation.

3rd Stage how mortgage advice works

An expert mortgage advisor will be in touch to guide you through every step of the process.


“We struggled to make sense of the products available to us in the market on our own. Being put in touch with someone who could understand our circumstances was a huge help. Highly recommended.”

Wayne – Alton

“I was really happy with the mortgage advisor I was matched with. He was very helpful and explained things clearly.”

Tom – Woking

“The person I spoke to got in touch quickly and was able to work out an option for me which I didn’t think I had. Recommended.”

Scott – Selkirk

“My mortgage broker has been really helpful, always responsive, recommended.”

Alastair – Weybridge

“Really useful service, very knowledgeable broker, clearly explained my options”

Charlotte – Addlestone

“Received a call back very quickly from friendly advisor who explained my options… very happy with service.”

Shannon – Leatherhead