Contact Us
If you have any questions about us - how we operate, or just general mortgage queries - and want to contact us directly, you'll find all our details here.
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General Enquiries
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Opening Hours | Mon – Thu: 9:00am – 8:00pm |
Address | Picnic Mortgages (c/o Haysto) Crystal House |
Complaints Procedure
We strive to provide the best possible service and customer experience we can. If you’re not happy with the service you have received, or with the information on the website, get in touch with us and we’ll help you as quickly as possible.
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More Information | |
Address | The Complaints Department |
If you have a complaint, provide the following information:
Name, Contact Number and Address
A description of your complaint, including details of the person(s) involved
Your expected outcome of how you would like us to resolve your complaint
We aim to resolve your complaint straight away. Sometimes, we’ll need to investigate your complaint in order to find out how you feel things went wrong. Therefore, we aim to reply to your complaint within 5 days of when you made the complaint. This may be in a letter or email. We aim to fully resolve any complaints received within 4 weeks.
If You’re Complaining About a Mortgage Advisor
If you have a complaint about one of the mortgage advisors on our site, let us know. Use the complaints procedure above to contact us.
If You’re Complaining About a Third Party, for Example, a Lender
We want to make sure you’re treated fairly by the third parties we work with. Although we can’t take direct responsibility for the actions or advice of another company, and might not be able to affect the outcome, we want to make sure you get the highest level of service.
So if you want to raise an issue about a lender or another third party, we’ll always be open to hear what you have to say.
We advise you let the third party know your complaint first, but encourage you to let us know too.
If you can’t sort it out with them, and we can’t help, you might want to consider contacting the Financial Ombudsman Service. They’re a regulator for the financial industry, and can help you with any kind of dispute. But they’ll only help you with your complaint if you’ve tried and failed to sort out the issue directly with the company in question.
Here’s how to get in touch with the Financial Ombudsman Service:
By post:
Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London E14 9SR
Landline: 0800 023 4567
From a mobile phone: 0300 123 9123
Website: www.financial-ombudsman.org.uk