Complaints Policy

Last updated: 24 September 2026

Manchester Independent Mortgages Ltd ("we", "us", "our", "MIM") is committed to providing a high standard of service. If we ever fall short, we want to know about it so we can put things right.

How to make a complaint

You can tell us about a complaint in whichever way is easiest for you:

  • Email: info@manim.co.uk
  • Phone: 0161 728 4947
  • Post: Manchester Independent Mortgages Ltd, 9 Barton Road, Worsley, Manchester, M28 2PD

Please give us as much detail as you can, including your name, contact details, and what you'd like us to do to resolve things.

What happens next

  • We will acknowledge your complaint promptly and let you know who is handling it.
  • We will investigate your complaint thoroughly and fairly.
  • We aim to resolve most complaints quickly. Where we cannot, we will keep you updated on our progress.
  • We will send you our final response in writing as soon as possible, and in any event within eight weeks of receiving your complaint, in line with the Financial Conduct Authority's rules.

If you're not happy with our response

If you remain unhappy after we have given our final response, or if eight weeks have passed and we have not resolved things, you may be able to refer your complaint to the Financial Ombudsman Service (FOS), free of charge. The FOS is an independent body that resolves disputes between financial services firms and their customers.

You will usually need to refer your complaint to the FOS within six months of the date of our final response.

Keeping you informed

We take complaints seriously and use them to help us improve our service. Making a complaint will not affect the quality of service or advice you receive from us.

Contact us

If you have any questions about this policy, please contact us:

  • Email: info@manim.co.uk
  • Phone: 0161 728 4947
  • Post: 9 Barton Road, Worsley, Manchester, M28 2PD