Last updated: 13/07/2026
1. Our commitment
We aim to provide a clear, professional and supportive service. If something has gone wrong or you are unhappy with any part of our service, please tell us so we can look into it.
We take all complaints seriously. We want to understand what happened, put things right where we can and learn from the experience so we can improve.
2. How to make a complaint
You can make a complaint by email, phone or post. Please contact us using any of the following:
Email: hello@movamortgages.co.uk
Phone: 0330 633 0376
Post: MOVA Mortgages Ltd, 167–169 Great Portland Street, London, W1W 5PF, United Kingdom
You are welcome to complain in whichever way is most convenient for you. If you would prefer to speak to someone directly, please call us and we will do our best to help.
3. What information to include
To help us investigate your complaint as quickly as possible, please try to include the following information:
- Your full name
- Your contact details, including a phone number and email address
- A clear description of your complaint and what went wrong
- Any relevant dates
- Any documents or correspondence that may help us understand the issue
- What you would like us to do to resolve the issue
If you are unsure about any of these, please contact us and we will guide you through the process.
4. What happens after we receive your complaint
Once we receive your complaint, we will:
- Acknowledge your complaint promptly
- Review the details you have provided
- Investigate the issue fairly and thoroughly
- Keep you updated on our progress
- Provide you with a clear response explaining our findings and any action we have taken or propose to take
We may need to contact you during the investigation to ask for further information or to clarify any details.
5. Timescales
We will aim to acknowledge your complaint promptly after receiving it.
We will investigate your complaint fairly and keep you updated throughout the process.
For most financial services complaints, a business usually has up to 8 weeks to provide a final response. We will do our best to resolve your complaint sooner where possible.
If we are unable to provide a final response within the relevant timescale, we will write to you to explain why and let you know when you can expect a response. We will also inform you of your right to refer the complaint to the Financial Ombudsman Service.
6. If you remain unhappy
If you are unhappy with our final response, or if you have not received a final response within the relevant timescale, you may be able to refer your complaint to the Financial Ombudsman Service.
We will include details of how to do this in our final response letter.
7. Financial Ombudsman Service
The Financial Ombudsman Service is a free, independent service for resolving complaints between consumers and financial businesses.
You usually need to refer your complaint to the Financial Ombudsman Service within 6 months of the date of our final response.
You can contact the Financial Ombudsman Service at:
Website: www.financial-ombudsman.org.uk
Phone: 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk
Post: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR
The Financial Ombudsman Service will only consider your complaint after you have given us the opportunity to investigate and respond first.
8. Complaints about third parties
If your complaint relates to a lender, insurer, solicitor, estate agent, surveyor or another third party, we may not be able to investigate it directly.
In these cases, we will explain who is responsible and help direct you to the correct complaints process where appropriate.
If your complaint involves both our service and a third party, we will investigate the aspects that relate to us and explain how to raise the remaining issues with the relevant organisation.
9. Contact us
If you would like to make a complaint, discuss a concern or ask any questions about our complaints procedure, please contact us.
Email: hello@movamortgages.co.uk
Phone: 0330 633 0376
Post: MOVA Mortgages Ltd, 167–169 Great Portland Street, London, W1W 5PF, United Kingdom
MOVA Mortgages Ltd Company number: 17325161 Registered office: 167–169 Great Portland Street, London, W1W 5PF, United Kingdom
MOVA Mortgages Ltd. Full regulatory details to be confirmed.