Complaints Procedure
Giving Your Clients and You a Voice
We value each and every one of our lifetime mortgage customers and are committed to safeguarding their interests. By training our Customer Care team in best practices and by following the high standards set by the official bodies of the equity release market, we aim to provide a positive experience for everyone.
Adviser complaints
How you can raise a complaint
We're committed to transparency and accessibility and aim to provide the best possible experience. However, we do understand that sometimes things go wrong.
Please let us know if you have had a negative experience. For the most streamlined outcome, contact your assigned sales representative directly.
Alternatively, please fill in the Broker Complaints Form and email to info@pureretirement.co.uk.
Customer complaints
How your customer can raise a complaint
It's best for your customers to raise their own complaints with us directly as this enables us to resolve their concerns quickly and efficiently. We are dedicated to fair treatment and not only aim to learn from our mistakes, but we also want the opportunity to make things right.
We have a step-by-step overview of our customer complaints procedure, which is included in our onboarding packs, available on our customer website, and can be downloaded as a PDF.