Complaints procedure

We aim to provide a high standard of service. If you're unhappy with any part of it, we want to hear about it so we can put things right.

How to make a complaint

• Email: hello@equiclear.uk
• Post: Complaints, Nesto Mortgages Ltd, Amtri House, Hulley Road, Macclesfield, Cheshire, SK10 2NE

Please include your name, contact details and as much detail as possible about your complaint.

What happens next

• Acknowledge your complaint within 3 working days.
• Investigate the matter thoroughly and fairly.
• Respond with our findings and any proposed resolution within 14 working days.

If we can't resolve your complaint within this timeframe, we'll write to explain why and when you can expect a full response.

About our service

Equiclear (equiclear.uk) is a trading name of Nesto Mortgages Ltd. We act as an introducer only: we don't provide mortgage or debt advice directly. If your complaint relates to advice you received from a broker we introduced you to, it should be directed to that broker in the first instance. If you're not sure who to contact, get in touch with us and we'll help point you in the right direction.

If you're not satisfied

If you're not satisfied with our response, you may be able to refer your complaint to the Financial Ombudsman Service (FOS), which provides a free, independent service for resolving disputes between consumers and financial businesses.

• Website: financial-ombudsman.org.uk
• Phone: 0800 023 4567 (free from mobiles and landlines)
• Post: Financial Ombudsman Service, Exchange Tower, London, E14 9SR

If your complaint relates to advice from your broker

Because we're an introducer only, complaints about the advice you received once you were introduced to a broker are usually handled by that broker directly, as the principal firm responsible for the advice given. Our how we make money page explains this relationship in more detail.