How to complain

At Octopus Real Estate, we aim to give you the very best experience. But if we fall short in any way, we’d like to put things right as soon as possible. So, if you’re not happy with our products or our service, please let us know.

What happens next?

It’s important that we’re able to investigate the complaint fully, address the concerns raised and provide a full response. We’ll always be fair and reasonable in our approach. And, wherever possible, we’ll improve things so that it doesn’t happen again. Some complaints can take longer to resolve, but we’ll keep you updated throughout the process. After we’ve finished investigating, we’ll get back to you with a decision and explain how we’ve reached our conclusion. We’ll do this either by phone, email or letter.

If you’re still not happy

For all regulated loans, if you’re dissatisfied with our final response, or we don’t provide this within eight weeks, you may have the right to take your complaint to the Financial Ombudsman Service (FOS). Please note that the FOS won’t deal with a complaint unless you have given us the opportunity to resolve it first. Also, Bridgeco Limited and Fern Trading Limited don’t subscribe to their scheme so it won’t be available for any dealings with these companies. It’s for regulated loans only.

Financial Ombudsman Service

The FOS provides a scheme for solving disputes in the mortgage industry where they cannot be solved in-house. You can find out more by visiting their website: www.financial-ombudsman.org.uk. We hope you won’t need to contact them but if you do, their details are below:

The Financial Ombudsman Service
Exchange Tower
London, E14 9SR

Telephone: 0800 023 4567

Email: [email protected]

Website: www.financial-ombudsman.org.uk