If we get something wrong, tell us.
How to complain, what happens when you do, the timescales involved, and where to go if our answer does not satisfy you.
- If something has gone wrong
- How to complain
- What happens next
- If you are still not satisfied
- Complaints about your information
Last reviewed: 13 September 2026. Reviewed annually, and sooner if anything changes.
If something has gone wrong
We would rather hear about it than not. Most problems are settled quickly once we understand what happened, and complaining costs you nothing.
How to complain
Call us on 0796 1234 888, email office@rosmortgages.com, or write to ROS Mortgages Limited, New City House, 57–63 Ring Way, Preston PR1 1AF.
Tell us what happened, when, who you dealt with, and what you would like us to do about it. If you would prefer someone else to complain on your behalf, tell us who and we will deal with them instead.
What happens next
Because we are an Appointed Representative, complaints about regulated advice are handled by our principal firm. We pass your complaint to Arkke Capital Ltd within one working day of receiving it. If you would rather go straight to them, write to Arkke Capital Ltd, Atlantic House, Greenwood Close, Pontprennau, Cardiff CF23 8RD.
You will receive a written acknowledgement promptly, and a final response within eight weeks. If the answer is going to take longer than that, you will be told why and what happens next.
Where a complaint is settled to your satisfaction by the close of the third business day after we receive it, you are sent a shorter summary resolution communication instead of a full final response — which confirms the outcome and your Ombudsman rights just the same.
If you are still not satisfied
You may be able to refer your complaint to the Financial Ombudsman Service. It is free, and independent of both ROS Mortgages and Arkke Capital. The service is open to individual consumers and to smaller businesses, charities and trusts — the Ombudsman will confirm whether your complaint is one it can look at.
You normally have six months from the date of the final response to take a complaint to the Ombudsman, and complaints must usually be raised within six years of the event, or three years of when you became aware of it.
Financial Ombudsman Service, Exchange Tower, London E14 9SR. Telephone 0800 023 4567. Full details at financial-ombudsman.org.uk.
Complaints about your information
If your complaint is about how we have handled your personal data, you can also raise it with the Information Commissioner’s Office at ico.org.uk or on 0303 123 1113.