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 with details of your complaint. 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 contact EQ Gateway

Phone: +44 (0)844 811 8039 
Email: EQCS-complaints@equiniti.com


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

How we will investigate your complaint

Once we have received your complaint, we will do our best to resolve it 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 your complaint within 4 weeks. If this has not been achieved we will write to you and let you know the progress of your complaint 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
Email: complaint.info@financial-ombudsman.org.uk
Phone: 0300 123 9 123
Web: financial-ombudsman.org.uk

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

Get in Touch

If you would like to find out more about Equiniti Gateway just send us a few details and we will get in touch.

Call us on: 0345 266 1003
Please provide some details about your enquiry