Contacting us

If you'd like any further information about your mortgage account, or would like to speak to someone about Bristol & West Mortgages or the service we provide, you can contact us in one of the following ways:

Call our Mortgage Services Department on 0117 943 2006*.

* Lines are open Mon-Fri 9am - 5pm. All calls will be recorded for training and monitoring purposes.

Email address: mortgage.services@bristol-west.co.uk

Or write to:

Bristol & West Mortgages
PO Box 27
One Temple Quay
Bristol
BS99 7AX

Please note that we can only respond to enquiries relating to or from within the UK.

If you'd like to make a complaint

Hopefully you'll never want to do this, but if you do have a complaint about our service, please tell us. We want to put things right first time. And with the help of your comments we can improve our services. There are three steps to follow when you make a complaint:

Step 1

Speak or write to the business centre or department which has given you the service you want to complain about. We can usually sort out the complaint straight away. If we can't, we will tell you how long it will be before we can give you an answer.

Step 2

If you are still not happy, speak or write to our Customer Relations Department, who can be contacted on 0117 943 7220.

Our lines are open from 9.00 am to 5.00 pm Monday to Friday. We will take the details of your complaint, and pass it to the right person, who will ring you back within two working days. If you want to put your complaint in writing, please address it to:

Customer Relations Mortgages
Bristol & West Mortgages
PO Box 27, One Temple Quay
Bristol
BS99 7AX

Or email: lending.resolutions@bristol-west.co.uk.

When we receive your letter of complaint we will reply to you within five working days. We will always deal with your complaint as quickly as we can and we aim to resolve it within 15 working days. However, in some cases it may take us a little longer. If this is the case we will keep you updated by sending you a further letter, advising you of the current status of your complaint, within four weeks of receiving it.

If we have not been able to deal with your complaint within eight weeks of receiving it we will write to you and explain the stage we have reached and what we plan to do next. If at this stage you are not happy with the progress we have made you have the option of referring your complaint to the Financial Ombudsman Service.

Step 3

If you have a complaint which Bristol & West does not resolve to your satisfaction, the Financial Ombudsman Service may be of assistance. They can help resolve disputes between banks and their customers. They are entirely independent, and the service is free of charge to consumers.

Ask us for a leaflet or contact the Financial Ombudsman Service for details at:

The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London E14 9SR

Telephone: 0845 080 1800

Email: enquiries@financial-ombudsman.org.uk

For more details visit: www.financial-ombudsman.org.uk