Complaints Procedure
Last updated: May 2026
T.S Mortgage & Protection Solutions Ltd (“we”, “us”, “our”) is committed to providing a high standard of service to all our clients.
If you are not satisfied with any aspect of our service, we encourage you to let us know so we can put things right.
You can make a complaint in writing, by email, or by phone using the details below:
T.S Mortgage & Protection Solutions Ltd
97 Blurton Road
Stoke-On-Trent
Staffordshire
ST3 2BS
Email: info@tsmortgagesolutions.co.uk
Please include:
We will acknowledge your complaint promptly, usually within 5 working days of receiving it.
Your complaint will be thoroughly investigated by a member of our team.
We may contact you for further information if needed.
We aim to resolve your complaint as quickly as possible.
You will receive our final response within 8 weeks of the date we received your complaint.
This response will outline:
If you are not satisfied with our final response, or if 8 weeks have passed without resolution, you may refer your complaint to the:
The Financial Ombudsman Service is an independent body that helps resolve disputes between consumers and financial firms.
Website: https://www.financial-ombudsman.org.uk
You must refer your complaint to the FOS within 6 months of receiving our final response.
We are covered by the Financial Services Compensation Scheme.
You may be entitled to compensation if we are unable to meet our obligations. Eligibility depends on the type of business and circumstances of your claim.
Website: https://www.fscs.org.uk
We keep records of all complaints and use them to improve our services and prevent future issues.
Making a complaint will not affect your legal rights.
If you have any questions about this Complaints Procedure, please contact:
T.S Mortgage & Protection Solutions Ltd
97 Blurton Road
Stoke-On-Trent
Staffordshire
ST3 2BS
Email: info@tsmortgagesolutions.co.uk
Your Trusted Partner in Financial Peace of Mind. Mortgage brokers in Stoke-on-Trent, Staffordshire.
T.S Mortgage & Protection Solutions Ltd is an Appointed Representative of Connect IFA Limited (Firm Reference Number 441505), which is authorised and regulated by the Financial Conduct Authority.
T.S Mortgage & Protection Solutions Ltd is entered on the Financial Services Register under reference number 1028651.
The FCA does not regulate some forms of Business Buy-to-Let Mortgages and Commercial Mortgages to Limited Companies.
Your property may be repossessed if you do not keep up repayments on your mortgage.
There will be a fee for mortgage advice. The precise amount will depend on your circumstances. Your consultant will confirm the amount before you choose to proceed, but we estimate it to be a minimum of £499 or 0.5% of the mortgage balance. We usually charge a £199 administration fee when submitting your application to the lender.
Registered in England and Wales
Company Number: 16244366
FCA Number: 1028651
© 2026 T.S Mortgage & Protection Solutions Ltd. All rights reserved.
