How we handle your complaint...

At TBMC, we are committed to providing a high standard of service. However, we appreciate that we don’t always get it right. When this happens we want you to tell us about it. Our Head of Operations will review all customer feedback and address issues accordingly.

This page explains how we handle any complaint you may have and aims to demonstrate our commitment to customer service.

When and how will you hear from us...

If we are able to resolve your complaint within three working days, we will send you written confirmation of this

Where we cannot resolve your complaint within three working days, we will send a written acknowledgement within five working days.

We will then undertake a full investigation, to enable us to make an informed assessment of your complaint.

We'll keep you updated on our progress and contact you if we need you to provide further information regarding the issues you have raised

For payment related complaints we aim to resolve these within 15 business days (or 35 days in exceptional circumstances). For all other types of complaint, we will provide a final response within eight weeks, but we aim to get your complaint resolved before this time

We will send you a final response, which will:

  • Let you know the outcome of our investigation
  • If appropriate, advise you of what we intend to do to rectify the problem
  • If we disagree with your complaint, clearly explain the reason why

How to contact us:

Email: [email protected]

Post: Head of Operations
Greenmeadow House
2 Village Way
Greenmeadow Springs Business Park
Cardiff CF15 7NE

Telephone: 029 2069 5400
Fax: 029 2069 5401

If we are unable to resolve your complaint within eight weeks, you may contact the NACFB.

33 Eastcheap

Telephone: 020 7101 0359
Email: [email protected]

You may be able to refer your complaint to the Financial Ombudsman Service. You will be notified of this when we initially acknowledge receipt of your complaint.

Post: The Financial Ombudsman Service
Exchange Tower
London E14 9SR

Telephone: 0800 023 4567
Email: [email protected]

TBMC's Online Application Form

TBMC's Online Application Form for buy-to-let mortgages is designed to make your life easier by simplifying the application process and saving you time.

Learn more

Contact us

Contact our team to discuss any enquiries you may have on:

Opening hours

Monday: 9am to 5pm
Tuesday: 9am to 5pm
Wednesday: 9am to 5pm
Thursday: 9am to 5pm
Friday: 9am to 5pm
Saturday: Closed
Sunday: Closed

E: [email protected]
T: 029 2069 5400 Option 1