Rooftop Mortgages – internal complaints procedure and complaints leaflet
What happened: Rooftop Mortgages Limited publishes a complaints procedure and a separate complaints leaflet. Both apply to residential and buy-to-let accounts; no separate procedure for either mortgage type is published. They record the timescales the business says it works to, including a three-day resolution route and an eight-week final response deadline.
A document published by the company itself. Reproduced as a record of what the company published.
Source details
- Source type
- Official Rooftop document
- Source
- Rooftop Mortgages Limited, Making a Complaint / Your Complaint – Our Commitment To You (D1)
- First verified by this archive
- 2 September 2026
- Mortgage type
- Unknown
- Jurisdiction
- United Kingdom
- Organisations
- Rooftop Mortgages Limited
- Source quality
- Company's own document
- Last checked
- 2 September 2026
- Added
- 2 September 2026
What happened
Rooftop Mortgages Limited publishes a complaints procedure and a separate complaints leaflet. Both apply to residential and buy-to-let accounts; no separate procedure for either mortgage type is published. They record the timescales the business says it works to, including a three-day resolution route and an eight-week final response deadline.
Key extracts
“If we can do this within three days, we'll confirm the outcome to you in writing.”
Rooftop Mortgages, internal complaints procedure
“we'll send you our final response letter within eight weeks of us receiving your compliant”
Rooftop Mortgages, internal complaints procedure (word reproduced as printed in the published document)
“Consider your individual circumstances when reviewing your complaint”
Rooftop Mortgages, complaints leaflet D1
Why this record may be relevant
Complaint handling appears as an issue in several published decisions in this archive. The complaints leaflet is published at https://www.rooftopmortgages.com/media/3iohtpen/rooftop-d1-complaints-leaflet-v01.pdf.
Source
Rooftop Mortgages Limited, Making a Complaint / Your Complaint – Our Commitment To You (D1)
View original sourceThe published document carries no printed version or effective date. The date shown is the date this archive first retrieved and read it.
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