Table of contents

1. How to Make a Complaint

Any issue you have with our service can be raised via email, telephone, or by writing to us. Please include your application number or contact information so that we can keep you informed with any developments with your case.

Call us on 0115 6977955

E-mail us at enquiries@bluezest.com

Write to us at

BlueZest Mortgages and Loans Ltd
16 Castle Boulevard
Nottingham NG7 1FL

2. Our Complaints Procedure

We aim to resolve all complaints in the shortest timeframe possible. However, this is not always achievable. If we cannot resolve the case within 48 hours, it will be escalated to the appropriate department and a specific member of staff will then deal with your complaint moving forwards. We will carry out an investigation as to why it cannot be solved within this time frame. We will also write to you informing you of this within 5 working days of receipt.

The complaint handler will then aim to resolve the complaint within the next 20 working days. If this is not possible you will be contacted by them directly to explain why this has been unachievable.

If the issue cannot be resolved by the complaint handler within eight weeks of receipt, you will be contacted again to explain why it has not been achieved.

At this stage, the Complaint will be escalated to our Customer Service Manager who will investigate the action taken to date to offer a mutually acceptable solution.

If after ten weeks the matter remains unresolved it will be escalated to BlueZest’s Chief Executive.