Last updated: 27 January 2026
Agate Mortgages is committed to providing a high standard of service. If you are dissatisfied with any aspect of our service, we encourage you to let us know so we can address your concerns promptly and fairly.
This Complaints Procedure explains how to raise a complaint and the steps we will take to resolve it.
Step 1: Contact Agate Mortgages First
If you have a complaint, please contact us in the first instance so we can try to resolve the matter as quickly as possible.
Phone: 03337724258
Email: info@agatemortgages.co.uk
Please provide your name, contact details, and a clear description of your complaint. We will acknowledge your complaint promptly and aim to resolve it within a reasonable timeframe.
Step 2: Escalation to Our Network (Ingard Financial Limited)
If you are not satisfied with the response from Agate Mortgages, or if your complaint is not resolved to your satisfaction, you may escalate your complaint to our principal firm:
Ingard Financial Limited
Maple House Park West
Sealand Road
Chester, CH1 4RN
Telephone: 0333 366 1009
Email: info@ingard.co.uk
Ingard Financial Limited is authorised and regulated by the Financial Conduct Authority (FCA No. 450731).
Step 3: Financial Ombudsman Service
If you remain dissatisfied after receiving a final response from Ingard Financial Limited, or if eight weeks have passed since you first raised your complaint and it has not been resolved, you may refer your complaint to the Financial Ombudsman Service (FOS).
The Financial Ombudsman Service is an independent body set up to resolve disputes between consumers and financial services firms.
Financial Ombudsman Service
Address: Exchange Tower
London, E14 9SR
Phone: 0800 023 4567 or 0300 123 9 123
Website: https://www.financial-ombudsman.org.uk
You must refer your complaint to the Financial Ombudsman Service within six months of receiving the final response letter.
Additional Information
Making a complaint will not affect your legal rights. We take all complaints seriously and use them as an opportunity to improve our services.
Regulatory Information
Agate Mortgages is an Appointed Representative of Ingard Financial Limited, which is authorised and regulated by the Financial Conduct Authority.
Important Notice
Your home may be repossessed if you do not keep up repayments on your mortgage.