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Complaints


How to contact us:

Email: [email protected]

Post: Head of Operations
TBMC Cardiff
Regus House
Malthouse Avenue
Cardiff Gate Business Park
Cardiff CF23 8RU

Telephone: 029 2069 5400
Website: www.tbmc.co.uk


If we are unable to resolve your complaint within eight weeks, you may contact the NACFB.

Post: NACFB
Hamilton House
1 Temple Avenue
London EC4Y 0HA

Telephone: 020 7489 2056
Email: [email protected]


You may be able to refer your complaint to the Financial Ombudsman Service. You will be notified of this when we initially acknowledge receipt of your complaint.

Post: The Financial Ombudsman Service
Exchange Tower
London E14 9SR

Telephone: 0800 023 4567
Email: [email protected]
Website: www.financial-ombudsman.org.uk

How we handle your complaint...

At TBMC, we are committed to providing a high standard of service. However, we appreciate that we don’t always get it right. When this happens we want you to tell us about it. Our Head of Operations will review all customer feedback and address issues accordingly.

This page explains how we handle any complaint you may have and aims to demonstrate our commitment to customer service.

When and how will you hear from us...

If we are able to resolve your complaint within three working days, we will send you written confirmation of this

Where we cannot resolve your complaint within three working days, we will send a written acknowledgement within five working days. We will then undertake a full investigation, to enable us to make an informed assessment of your complaint.

We will send you a final response within eight weeks, which will:

  • Let you know the outcome of our investigation
  • If appropriate, advise you of what we intend to do to rectify the problem
  • If we disagree with your complaint, clearly explain the reason why

Throughout the eight week investigation or until a final response is issued, we will keep you informed of our progress and we may contact you to ask you to provide further information regarding the issues you have raised.

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Contact us

Contact our team to discuss any enquiries you may have on:

Opening hours

Monday: 9am to 5pm
Tuesday: 9am to 5pm
Wednesday: 9am to 5pm
Thursday: 9am to 5pm
Friday: 9am to 5pm
Saturday: Closed
Sunday: Closed

E: [email protected]

T: 029 2069 5400 Option 1

This website is aimed at mortgage intermediaries and investment professionals only and is not intended to be relied upon by borrowers or investors.

© The Business Mortgage Company Limited: registered in England and Wales no. 5390573. Regus House, Malthouse Avenue, Cardiff Gate Business Park, Mid Glamorgan, Cardiff, CF23 8RU.

The Business Mortgage Company Services Ltd is authorised and regulated by the Financial Conduct Authority (No. 302764) to transact regulated mortgages and registered as a Consumer buy-to-let arranger. The FCA does not regulate some investment mortgage contracts.