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Complaints Procedure

Last updated: 19 September 2026

1. Our commitment

At MOVA Mortgages, we aim to provide a clear, professional and supportive service.

If you are unhappy with any aspect of our service, please tell us. We take complaints seriously and will aim to understand what has happened, ensure the matter is investigated fairly and help put things right where appropriate.

There is no charge for making a complaint.

2. How to make a complaint

You can make a complaint to MOVA Mortgages by email or telephone.

Email: hello@movamortgages.co.uk
Phone: 0330 633 0379

You can complain in whichever of these ways is most convenient for you. You do not need to use a particular form or use the word “complaint” for us to consider the concerns you raise.

If you need reasonable assistance when making a complaint, please let us know.

3. Information that may help us investigate

To help us understand your complaint, it is useful if you can provide:

  • your full name;
  • your contact details;
  • a description of what happened;
  • relevant dates;
  • copies of any relevant correspondence or documents;
  • details of anyone you have already spoken to about the matter; and
  • what you would like us to do to resolve your complaint.

If you do not have all of this information, you can still make a complaint.

We will let you know if any further information is required.

4. What happens after we receive your complaint

We will take your complaint seriously and ensure that it is directed to the appropriate complaints process.

Where your complaint concerns regulated activity carried out by MOVA Mortgages Ltd under its appointment as an Appointed Representative of BrokerSync Ltd, we will work with and, where appropriate, promptly refer the complaint to BrokerSync Ltd, our principal firm.

BrokerSync Ltd is responsible for the regulated activities carried out by MOVA Mortgages Ltd within the scope of our appointment.

The complaints process may include reviewing relevant records and correspondence, investigating the concerns raised and requesting further information where reasonably required.

For complaints subject to the Financial Conduct Authority’s complaint-handling rules:

  • if the complaint is resolved to your satisfaction by the close of the third business day following receipt, a written summary resolution communication will be provided; or
  • if the complaint is not resolved within that period, you will receive a prompt written acknowledgement and will be kept informed of the progress of the investigation.

We will explain who is handling your complaint and how you can contact them.

5. Timescales

We will aim to ensure complaints are dealt with as quickly as reasonably possible.

For most complaints subject to the Financial Conduct Authority’s standard complaint-handling rules, a written response will be provided within 8 weeks of receipt of the complaint.

This will normally be either:

  • a final response explaining the outcome of the investigation and any action or redress proposed; or
  • a written explanation of why a final response cannot yet be provided, together with an indication of when one is expected and details of your right, where applicable, to refer the complaint to the Financial Ombudsman Service.

Certain categories of financial-services complaint can be subject to different response times. If a different timetable applies to your complaint, this will be explained to you.

6. BrokerSync Ltd and regulated complaints

MOVA Mortgages Ltd is an Appointed Representative of BrokerSync Ltd, which is authorised and regulated by the Financial Conduct Authority (FRN 1031981).

MOVA Mortgages Ltd FCA Register reference number: 1061296.

BrokerSync Ltd is MOVA Mortgages Ltd’s principal firm and accepts regulatory responsibility for the activities carried out by MOVA Mortgages Ltd within the scope of its appointment.

Complaints concerning those regulated activities will therefore be handled in accordance with the appropriate complaints arrangements applying through BrokerSync Ltd.

You can still raise your complaint directly with MOVA Mortgages using the contact details on this page. We will ensure that it is recorded and directed to the appropriate person or organisation.

7. If you remain unhappy

If your complaint is eligible for consideration by the Financial Ombudsman Service, you may be able to refer it to the Ombudsman if:

  • you remain dissatisfied after receiving the final response; or
  • the applicable response period has passed without a final response being issued.

The relevant final response or other complaint communication will explain whether you have the right to refer your complaint to the Financial Ombudsman Service and the applicable time limit.

8. Financial Ombudsman Service

The Financial Ombudsman Service is a free and independent service that considers eligible disputes between consumers and financial businesses.

For most eligible complaints, you normally need to refer your complaint to the Financial Ombudsman Service within 6 months of the date of the final response.

Different eligibility or time-limit rules can apply in some circumstances. The Financial Ombudsman Service can provide further information about whether it is able to consider your complaint.

You can contact the Financial Ombudsman Service using the following details:

Website: www.financial-ombudsman.org.uk
Phone: 0800 023 4567
Post: Financial Ombudsman Service, Exchange Tower, London, E14 9SR

The Financial Ombudsman Service will normally expect the relevant business to have been given an opportunity to investigate and respond to the complaint before it becomes involved.

9. Complaints relating to third-party or referral services

MOVA Mortgages may, where appropriate, introduce clients to third-party professionals or providers for services that MOVA does not itself provide or advise upon.

These may include services such as:

  • equity release;
  • investments;
  • pensions;
  • wills;
  • trusts;
  • estate planning;
  • private medical insurance; and
  • other specialist professional services.

The exact arrangements will depend on the service concerned and the provider involved.

If your complaint relates solely to advice, a product or a service provided independently by a third party, that organisation may be responsible for investigating the complaint under its own complaints procedure.

Where this applies, we will explain which organisation is responsible and, where possible, help direct you to the appropriate complaints process.

You can still complain to MOVA Mortgages about our own actions, service or conduct, including the way in which an introduction or referral was handled.

If a complaint concerns both MOVA Mortgages and another organisation, different parts of the complaint may need to be considered by different organisations. We will explain this where applicable.

Access to the Financial Ombudsman Service depends on the nature of the service, the provider and the complaint concerned and does not apply to every third-party service.

10. Complaints involving lenders or other professionals

If your complaint relates to a mortgage lender, insurer, conveyancer, solicitor, estate agent, surveyor or another organisation involved in your transaction, that organisation may have its own complaints procedure.

Where appropriate, we will help you identify where the relevant part of your complaint should be directed.

This does not prevent you from complaining to MOVA Mortgages about any aspect of our own service or conduct.

11. Contact us

If you would like to make a complaint or have any questions about this procedure, please contact us:

Email: hello@movamortgages.co.uk
Phone: 0330 633 0379

MOVA Mortgages Ltd
Company number: 17325161
Registered in England and Wales
Registered office: 167–169 Great Portland Street, London, W1W 5PF, United Kingdom

MOVA Mortgages Ltd is an Appointed Representative of BrokerSync Ltd, which is authorised and regulated by the Financial Conduct Authority (FRN 1031981).

MOVA Mortgages Ltd FCA Register reference number: 1061296.