Complaints Publication Report | Accord Mortgages

Complaints Publication Report

Firm Name	Accord Mortgages Limited
Other firms included in this report	None
Period covered	1st July 2024 to 31st December 2024

Below is a table showing how many complaints Accord Mortgages received and dealt with from 1st July 2024 to 31st December 2024.

The figures below show how these relate to the number of accounts in each grouping, to allow comparisons to be made with other financial organisations on a consistent basis.

Product/Service Grouping	Provision (at reporting period end date)	Number of complaints opened	Number of complaints closed	Percentage closed within 3 days	Percentage closed after 3 days but within 8 weeks	Percentage upheld	Main cause of complaints opened
	Number of complaints opened by Volume of business
Banking & credit cards	3.03	27	25	32.0%	68.0%	88.0%	General Admin / Customer Service
Home Finance	4.17	865	855	32.4%	65.3%	65.0%	General Admin / Customer Service
Insurance & Pure protection	N/A
Decumulation & Pensions	N/A
Investments	N/A
Credit Related	N/A

Key: Provision – these are the number of complaints per 1000 active accounts or 1000 outstanding balances (Home Finance) as at 31st December 2024.

We have just over 8,900 banking, savings and loan accounts and received 3.03 complaints in total for every 1,000 accounts.
We have just over 207,000 mortgage balances and receive 4.17 complaints for every 1000 mortgage balances.

Our service offering to our customers is very important to us. We always do our best to deal with complaints quickly and fairly and whilst we don’t want customers to be dissatisfied with the service provided, we use the insight to enhance and improve our service proposition. If you have a complaint, please get in touch and we’ll do all we can to resolve the matter with you.

Of the cases reviewed by The Financial Ombudsman Service (FOS) during the period 1st January 2024 to 30th June 2024, FOS agreed with 81% of the complaint outcomes made by Accord.