Complaints Publication Report

Firm Name Accord Mortgages Limited
Other firms included in this report None
Period covered 1st January 2025 to 30th June 2025
 

Below is a table showing how many complaints Accord Mortgages received and dealt with from 1st January 2025 to 30th June 2025.

  Number of complaints opened by Volume of business  
Product/Service Grouping Provision
(at reporting period end date)		 intermediation
(within the reporting period)		 Number of complaints
opened		 Number of complaints closed Percentage closed within 3
days		 Percentage closed after
3 days but
within 8 weeks		 Percentage upheld Main cause of complaints
opened
Banking & credit cards 2.36   22 24 12.5% 83.3% 91.7% General Admin / Customer Service
Home Finance 4.25   896 863 22.2% 75.6% 66.3% General Admin / Customer Service
Insurance & Pure protection N/A              
Decumulation & Pensions N/A              
Investments N/A              
Credit Related N/A              
 

The figures below show how these relate to the number of accounts in each grouping, to allow comparisons to be made with other financial organisations on a consistent basis.

 

Key: Provision – these are the number of complaints per 1000 active accounts or 1000 outstanding balances (Home Finance) as at 30th June 2025.

  • We have just over 9,300 banking, savings and loan accounts and received 2.36 complaints in total for every 1,000 accounts.
  • We have just under 211,000 mortgage balances and receive 4.25 complaints for every 1000 mortgage balances.

Our service offering to our customers is very important to us. We always do our best to deal with complaints quickly and fairly and whilst we don’t want customers to be dissatisfied with the service provided, we use the insight to enhance and improve our service proposition. If you have a complaint, please get in touch and we’ll do all we can to resolve the matter with you.

Of the cases reviewed by The Financial Ombudsman Service (FOS) during the period 1st July 2024 to 31st December 2024, FOS agreed with 76% of the complaint outcomes made by Accord.