Support
Complaints Procedure
Last updated: 13 September 2026
At SG Mortgages, we aim to provide a high standard of service. If something has gone wrong, please tell us so that we can investigate and try to put matters right.
SG Mortgages is an Appointed Representative of HL Partnership Limited. Complaints about our regulated mortgage or protection services are handled in line with the HL Partnership Limited complaints procedure.
How to make a complaint
Please tell us your name, contact details, what happened, when it happened and what you would like us to do to resolve the matter.
You can contact SG Mortgages directly:
Email: sunny@sgmortgages.co.uk
Post: SG Mortgages, 337 Holdenhurst Road, Bournemouth, BH8 8BT
You can also contact HL Partnership Limited's Complaints Department:
By post
The Complaints Department
HL Partnership Limited
6 Merus Court
Meridian Business Park
Leicester
LE19 1RJ
By email
complaints@hlpartnership.co.uk
By telephone
03300 552 651
What happens next
We will investigate your complaint fairly, promptly and professionally.
If we can resolve your complaint within three business days, we will confirm the outcome to you in writing.
If we cannot resolve it within three business days, we will normally acknowledge it in writing within five business days.
If the complaint remains unresolved after four weeks, we will send you either a final response or an update explaining the position.
Within eight weeks, we will send you a final response or explain why we need more time and when we expect to provide a final response.
Financial Ombudsman Service
If you remain dissatisfied after our final response, or if eight weeks have passed without a final response, you may be able to refer your complaint to the Financial Ombudsman Service free of charge.
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Telephone: 0300 123 9123
Website: www.financial-ombudsman.org.uk
You will normally need to refer your complaint to the Financial Ombudsman Service within six months of our final response.