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Making a complaint

We endeavour to provide you with the highest standards of service, but we understand, sometimes things can go wrong.

If you therefore wish to complain about the service and/or advice provided by Embrace Financial Services Ltd, you should contact PRIMIS Mortgage Network in the first instance.

Embrace Financial Services Limited is an Appointed Representative of PRIMIS Mortgage Network, a trading name of First Complete Limited which is authorised and regulated by the Financial Conduct Authority. Embrace Financial Services Limited as a firm offering financial advice has to be authorised to do so by the Financial Conduct Authority. Once given these permissions, we become known as an Appointed Representative.

With this in mind, if you do wish to make a complaint, please contact us via any of the following routes:

  • In writing: Customer Resolution Team, PRIMIS Mortgage Network, Ground Floor, 3700 Parkside, Birmingham Business Park, Solihull, B37 7YT
  • By telephone: 0121 767 1139 (all calls are recorded)
  • By email: complaints.solihull@primis.co.uk

You can find more information by visiting the PRIMIS Mortgage Network website.

If you cannot settle your complaint with us, you may be entitled to refer it to the Financial Ombudsman Service:

https://www.financial-ombudsman.org.uk/