CHFinance

CHFinance

Advising & Protecting your Future!

Complaints Procedure

How to raise a concern and what you can expect from us if something goes wrong.

If you wish to register a complaint, below the following methods:

Complaints received by letter

All complaints received by letter should be forwarded to the Complaints Officer for a written response.

Address:

CHFinance
2nd Floor Oakhill Court, 171 Bury New Road, Prestwich, Manchester, M25 9ND

Complaints received by telephone

Telephone number: 0333 038 4177

All complaints received by phone should be handled courteously. If it is unclear whether the call is a complaint, the customer should be asked if they would like their call logged as one. Any details should then be forwarded to the complaints email or to the Money+Advisor UK Complaints Officer.

Submit a complaint online

Use the form below to send your complaint and we will respond as soon as possible.

Attach up to 2MB per file.

All complaints are recorded on Our Complaints Log.

Upon receiving the complaint, the complainant will be sent a prompt written acknowledgement providing early reassurance that the complaint has been received and is being dealt with. The complainant will be kept informed of the progress of the measures being taken for the complaint's resolution.

We will aim to send the complainant a written statement providing the findings within four weeks of receipt of the complaint.

If the complaint is more complex, an explanatory holding response will be sent advising that additional time is required to investigate the complaint. CHFinance Complaints Officer will provide a final response within eight weeks or a further explanatory letter advising of the details for the further delay. This letter will inform the complainant that he is entitled to contact the Financial Ombudsman Service (FOS) if he is not satisfied with the delay.

Where complaints are resolved by the close of the third business day, a summary resolution communication will be sent promptly to the complainant.

Once the complaint has been investigated to a standard we are satisfied with, the findings will be reported to the complainant and the complainant's response will be retained.

Record Retention

We will keep a record of each complaint received and the measures taken for its resolution, and retain that record for a minimum period of:

  • At least 5 years where the complaint relates to MiFID business; and
  • Three years for all other complaints.

Financial Ombudsman Service (FOS)

The final response letter sent to the customer will give the address and other contact details of FOS and include a copy of the FOS's standard explanatory leaflet so that if the complainant is unsatisfied with the resolution of the complaint, he has the opportunity to pursue the complaint via the FOS scheme within six months of the date of the final email received from us.

For further information on the FOS, please see: http://www.financialombudsman.org.uk/

The Financial Ombudsman Service

Exchange Tower

London

E14 9SR

Note: The Ombudsman will not consider a case that has not first been referred to the Firm in the first instance.

Whether considered significant or minor, all complaints will be reported to the CHFinance Complaints Officer (via the form above) and logged in the Complaints Log. The record will detail the Firm’s response and any actions taken. Actions will also be recorded in the Complaints Rectification Log. These logs will be monitored to provide Management Information, allowing any recurring issues to be identified and resolved.

MoneyHelper

You may want to explore alternatives that do not use your home as security. It is important to consider the risks carefully and seek free, independent guidance before taking any action regarding your debt or mortgage, for example from MoneyHelper. If you click this external link to MoneyHelper you will leave the website of CHFinance.

FIBA

CH Finance UK Limited is a member of the Financial Intermediary & Broker Association (FIBA), and uses the FIBA logo under licence. FIBA Ref FIB41132.

Copyright © 2026 CHFinance

ALWAYS SEEK ADVICE FROM A QUALIFIED MORTGAGE PROFESSIONAL.

THINK CAREFULLY BEFORE SECURING OTHER DEBTS AGAINST YOUR HOME. YOUR HOME MAY BE REPOSSESSED IF YOU DO NOT KEEP UP REPAYMENTS ON A MORTGAGE OR ANY OTHER DEBT SECURED ON IT.

IF YOU ARE THINKING OF CONSOLIDATING EXISTING BORROWING, YOU SHOULD BE AWARE THAT YOU MAY BE EXTENDING THE TERM OF THE DEBT AND INCREASING THE TOTAL AMOUNT YOU REPAY.

CHFinance is a trading name of CH Finance (UK) Limited.Registered address: CH Finance, 2nd Floor Oakhill Court, 171 Bury New Road, Prestwich, Manchester, M25 9ND.

CH Finance (UK) Limited is a limited company registered in England and Wales, Registration number 10924999. Licensed by the Information Commissioner's Office under the Data Protection Act. CH Finance (UK) Limited is an Appointed Representative of Clarke Hendrik Group Ltd, which is Authorised and Regulated by the Financial Conduct Authority, Firm Registration Number 982714. CH Finance (UK) Limited FCA Registration Number: 788035.

CH Finance (UK) Limited will call you to complete an initial basic fact-find and, based on your criteria, will introduce you to an FCA-regulated broker who will provide you with advice in the area you need. Should you proceed with any solution, CH Finance (UK) Limited will receive a commission from the FCA-regulated broker upon the successful completion of your case.

Calls to and from CH Finance (UK) Limited may be monitored and recorded for record-keeping, supervisory, training, and quality assurance purposes.

We will discuss our fees with you. Our fees are only payable on the completion of any mortgage. We will discuss this with you clearly before proceeding and confirm in writing what our fees will be.

Representative example: A mortgage of £102,495 payable over 25 years, initially on a fixed rate of 5.30% for 5 years and then on a variable rate of 6.74% for the remaining term, would require 60 monthly payments of £617.23 followed by 240 payments of £693.06; the total amount payable would be £185,169, made up of the loan amount, interest and fees of £2,495 (including a £1,495 broker fee – Example Only). The overall cost for comparison is 6.6% APRC representative.If you proceed with a mortgage arranged by CHFinance, a trading name of CH Finance (UK) Limited, a broker fee is payable on completion and will be confirmed before you proceed.

The guidance and/or advice on this website is subject to the UK regulatory regime and is therefore restricted to consumers based in the UK. A summary of our internal complaints handling procedures for the reasonable and prompt handling of complaints is available on request and, if you cannot settle your complaint with us, you may be entitled to refer it to the Financial Ombudsman Service at www.financial-ombudsman.org.uk or by contacting them on 0800 023 4 567.