Complaints

Thank you for visiting Equity Release Online. A couple of important things for you to know. Equity Release Online is a trading style of Mycasa LLC. Mycasa LLC is registered in United States of America. The principal place of business is 124 Broadkill Rd #479, Milton, DE 19968-1008, USA. Equity Release Online is a registered trading name of Mycasa LLC which is an Appointed Representative of Everything Financial Limited. We are entered on the Financial Services Register under reference number 812876. Everything Financial Limited is authorised and regulated by the Financial Conduct Authority and is entered on the Financial Services Register under reference number 742815. Mycasa LLC is registered with the Information Commissioner, License No. ZA434846.

We want to be able to supply the best service possible to our customers. We welcome comments, feedback or even general information about what we do. Please do not hesitate to contact us and let us know what you think about our service. We can be contacted by email at hello@equityreleaseonline.co.uk

Complaints

If you are unhappy with any element of the Equity Release Online service, we want to know. As Equity Release Online is an Appointed Representative of Everything Financial they take responsibility for the handling of your complaint. We endeavor to ensure that you receive a first class service but in the unlikely event that things fall short of your expectations please contact Everything Financial by your way of choice listed below.

  1. Write – address your letter to Everything Financial Ltd, Riverside, Congleton, CW12 1DY
  2. Email – Please email hello@equityreleaseonline.co.uk
  3. Call Everything Financial on 1260 218313
  4. Email – Please do not include any personal information for security purposes. You will be written to or called to discuss your complaint.

Everything Financial will aim to solve your concern straight away. However, if they have not been able to resolve your complaint within one week, they will write to tell you:

  1. Why they have not yet resolved your complaint.
  2. Who is dealing with your complaint.
  3. When you will be contacted you again.

In most cases, complaints are dealt with within two weeks. Everything Financial will contact you regularly until your complaint has been resolved.

Complex Complaints

If your complaint is particularly complicated, it may take longer to resolve. If, together, If Everything Financial cannot reach an agreement with you by the end of eight weeks, they will send you a letter giving reasons for the delay and an indication of when you can expect a resolution.

What to do if you can’t reach agreement of resolution on your complaint

Everything Financial recommends you refer your complaint to the Financial Ombudsman Service. Their aim is to resolve all complaints internally and will send you a ‘final response’ letter at the end of the investigation. This letter will clearly set out the position in relation to your complaint. However, if you are not satisfied with the suggested resolution, or if eight weeks have passed since you first brought your complaint to their attention, you have the right to refer your complaint to the Financial Ombudsman Service. If you want the Financial Ombudsman Service to look into your complaint, you must contact them within six months of the date of any final response issued by Everything Financial.

About the Financial Ombudsman Service

The Financial Ombudsman Service offers a free independent service and they can help with most financial complaints. However, there are some limitations on what the Financial Ombudsman Service can look into, and further information about this can be obtained from them directly. We and Everything Financial are committed to resolving your complaint fairly and quickly. In most cases this can be done if you contact them as soon as possible. They will try to resolve your complaint by listening to your concerns and agreeing a solution with you.

Contact the Financial Ombudsman Service

Write – The Financial Ombudsman Service, Exchange Tower, London E14 9SR
Call - 0800 023 4567

If you'd like a bit more information you can visit their website: www.financialombudsman.org.uk

European Online Dispute Resolution Platform

In relation to your complaint you can also request a review from the European Online Dispute Resolution platform.