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EQ Gateway Complaints Procedure

The information below relates to the complaints procedure for EQ Gateway, our mortgages and loan broking service. 

To voice any concerns you have about our share registration and investment services on our EQ Shareview website.

Good customer service and experience is extremely important to us and we at EQ Gateway aim for 100% customer satisfaction, but we also know we don’t always get it right 100% of the time. If that’s happened with you, we’d like to try to put it right as quickly as we can.

You can contact us in whatever way is most convenient to you if you are unhappy with the service you received from us. Please provide your customer reference number, a description of your complaint, how you think we can resolve it, and any other relevant information.

How to raise a case with EQ Gateway



EQ Gateway Ltd
Victoria House
Lawnswood Business Park
Redvers Close
LS16 6QY

How we will investigate your case

We will do our best to resolve the issue within three days of receipt.

If we can’t do this we will acknowledge your complaint within five working days and provide you with the name and contact details of who will be looking after your case.

We will then aim to resolve it within 4 weeks. If this has not been achieved we will write to you and let you know the progress and when we hope to complete this by.

We will send you our final response as soon as possible but no later than 8 weeks from receiving your complaint. In the unlikely event we are unable to provide a final response at this time, we’ll contact you to explain the delay and give you an indication of when to expect our response.

How to contact the Financial Ombudsman Service (FOS)

If you remain unhappy or have not received a response within 8 weeks you can then refer your case to the Financial Ombudsman Service (FOS). We will provide you details of how to do this on our final response however we have included their details below:

Financial Ombudsman Service

Exchange Tower
E14 9SR
Phone: 0300 123 9 123

The Financial Ombudsman Service (FOS) exists to mediate between customers and financial services firms when they cannot come to an agreement themselves. There is no cost to customers for their services.

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