Complaints Procedure
If something goes wrong, here's how we'll put it right.
Last updated: 1 March 2026. Previous versions are available on request.
Our commitment
Hanson Mortgage Brokers is a trading style of Lyncombe Consultants Ltd. Lyncombe Consultants Ltd is authorised and regulated by the Financial Conduct Authority and is responsible for the regulated advice and service you receive. Complaints about that advice or service are handled by Lyncombe’s compliance function.
We aim to provide a high standard of service to every client. If you feel we have fallen short, we want to hear about it so we can put things right. We treat all complaints seriously and follow the complaints handling procedures set out in the FCA's DISP rules.
How to make a complaint
To make a formal complaint, please contact Lyncombe's Compliance Director:
If you would prefer to start by talking to your adviser, you can contact us on 0191 495 4747 or at enquiries@hansonmb.co.uk and we will pass your complaint on to Lyncombe’s compliance function. Either route reaches the same place.
Please include your name, contact details, and a clear description of your complaint, including any relevant dates and reference numbers.
What happens next
We will acknowledge your complaint promptly, usually within 3 business days.
If we are able to resolve your complaint within 3 business days, we will send you a summary resolution communication.
For more complex complaints, we will investigate thoroughly and keep you informed of our progress. By the end of 8 weeks from receiving your complaint, we will send you either a final response, or — if we need more time — a written explanation of why and when you can expect a final response.
Our final response will explain our findings, any action we propose to take, and your right to refer the complaint to the Financial Ombudsman Service. We will include a copy of the Financial Ombudsman Service’s standard explanatory leaflet with our final response.
If you are not satisfied
If you are not satisfied with our final response, or if we have not been able to resolve your complaint within 8 weeks, you can refer your complaint to the Financial Ombudsman Service.
The Financial Ombudsman Service is a free, independent service for settling disputes between consumers and financial businesses. It is available to most consumers, micro-enterprises, and small businesses. Eligibility details are on the FOS website.
You can contact the Financial Ombudsman Service at:
You must refer your complaint to the Financial Ombudsman Service within 6 months of receiving our final response. Our final response will set out this right explicitly.
Financial Services Compensation Scheme
The Financial Services Compensation Scheme (FSCS) is the UK's statutory deposit and investments insurance scheme for customers of authorised financial services firms. You may be able to claim compensation from the FSCS if we cannot meet our obligations to you. This will depend on the type of business and the circumstances of the claim.
Most types of investment business are covered for up to £85,000 per person.
Further information about compensation scheme arrangements is available from the FSCS website at fscs.org.uk.
Recording complaints
We keep records of all complaints and their outcomes as required by the FCA's DISP rules. This helps us identify and address recurring issues and improve our service.