Sims Mortgages and Protection is a trademark of the Jolia Group.

We are an Appointed Representative of Sesame Bankhall Group (“SBG”), which is authorised and regulated by the Financial Conduct Authority (FCA).

We aim to provide a professional and high-quality service to all our customers. If you are unhappy with any aspect of our service, please let us know so we can address it promptly.

How to Make a Complaint

You may make a complaint by any reasonable method, including by phone, email or in writing.

Our contact details:

Write to:
Sims Mortgages and Protection Ltd
1228a London Road
Alvaston
Derby
Derbyshire
DE24 8QP

Telephone: 0330 223 4973
Email: info@simsmortgages.co.uk

What Happens Next

When we receive your complaint:

  • We will investigate it thoroughly and fairly, keeping you updated on progress.
  • We aim to resolve straightforward complaints within three working days of receipt.
  • If you are satisfied with our proposed resolution, we will confirm this in writing.

If your complaint is complex, cannot be resolved quickly, or you remain unhappy with our response, it will be referred to Sesame Bankhall Group for further investigation.

Formal Complaints – Sesame Bankhall Group

If your complaint:

  • Cannot be resolved by us within three working days,
  • Requires a more detailed investigation,
  • Is sent to Sesame Bankhall Group directly, or
  • You ask for it to be treated as a formal complaint,

then Sesame Bankhall Group will handle it under their formal complaints process.

Sesame Bankhall Group will:

  • Acknowledge your complaint promptly,
  • Investigate the matter fairly and impartially, and
  • Provide you with a final response within eight weeks of receipt.

If they cannot complete the investigation within eight weeks, they will write to you explaining why and telling you when to expect a response. They will also provide details of your right to refer the matter to the Financial Ombudsman Service.

Contacting Sesame Bankhall Group Directly

If preferred, you may contact Sesame Bankhall Group about your complaint:

Write to:
Sesame Bankhall Group
Customer Resolution Team
Jackson House
Sibson Road
Sale
Manchester
M33 7RR

Telephone: 0345 230 6000
Email: consumerrelations@sbg.co.uk
Website: www.sesamebankhallgroup.co.uk Sesame+1

Financial Ombudsman Service

If you are not satisfied with the final response from Sesame Bankhall Group, you may refer your complaint to the Financial Ombudsman Service (FOS) within six months of the date of the final response.

Telephone: 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk

This service is free for consumers.

Accessibility and Support

We are committed to making our complaints process accessible to all customers. If you need additional support or adjustments, or if there are special circumstances affecting how your complaint should be handled, please let us know when you contact us.