How We Work

Download our client guide to discover how we work to deliver exceptional results in mortgage and protection advice.

Our team of experts takes a collaborative approach to understand your unique needs and goals, ensuring outstanding outcomes. With a wide range of tailored services, from mortgages and life protection we have the resources, expertise and experience to meet your needs.

Our comprehensive guide provides insights into our approach, processes, and how we are remunerated, giving you the information you need to make an informed decision.

Choose NJW Financial as your mortgage & Protection adviser, and let us help you achieve your goals.

Download Client Guide

How to Complain

NJW Financial Ltd is an appointed representative of PRIMIS Mortgage Network, a trading name of First Complete Ltd. First Complete Ltd is authorised and regulated by the Financial Conduct Authority.
We are committed to providing a professional service to all our customers.
If you are unhappy then we want to hear about it so we can try to put things right. With this in mind, we have the following complaints procedure in place.
You can make a complaint by any reasonable means including telephone, letter, or email.
Our contact information:
• Write to: Nick Ward
• Telephone: 02895 575010
• Email: info@njwfinancial.co.uk
If you prefer, you can also refer your complaint to PRIMIS directly using the following contact details:
• Write to – PRIMIS Mortgage Network, Customer Resolution Team, Ground Floor, Birmingham Business Park, B37 7YT.
• Telephone: 0121 767 1139
• Email: complaints.solihull@primis.co.uk
You can also complain via their website:
• https://www.primis.co.uk/privacy-notices/complaints/
The same section of the website contains more information about PRIMIS’ role in complaints handling and about how Appointed Representative relationships work.
How we will handle your complaints
Simplified Complaints
We will use this process if:
• your complaint is about a simple matter - that we can look into and solve quickly and easily; and
• you direct it to us (rather than directly to PRIMIS Mortgage Network) in the first instance.
We will investigate your complaint and aim to resolve it within three business days following the date of receipt. If you are happy to accept our proposed resolution, we will send you written confirmation of our investigation.
If you cannot confirm acceptance by the end of the third working day (for example – because you are not happy with our proposed response or if you are not available to discuss it with us) then the case will be referred to PRIMIS Mortgage Network. It will then be handled in line with the Formal Complaint process outlined below.
If your complaint is more complex or is unlikely to be resolved quickly then we will usually refer it to PRIMIS straight away
Formal Complaints
The formal complaints process will be used where:
• we can’t resolve your complaint to your satisfaction within 3 working days: or
• your complaint is likely to involve more complex assessment or investigations; or
• you send your complaint directly to PRIMIS Mortgage Network rather than to us in the first instance; or
• you ask us to deal with your complaint in this way rather than via a simplified process.
Upon receipt PRIMIS will acknowledge your complaint promptly and will investigate it fairly and impartially. They will write to you within 8 weeks to confirm the outcome of their investigation.
In the unlikely event that their investigation is not complete within eight weeks of receipt of your complaint they will write to you to explain why and let you know when you can expect to hear from them. They will also provide details of how to contact the Financial Ombudsman Service if you are not satisfied with progress.
The Financial Ombudsman Service
If, following PRIMIS’ investigation you are still not happy with the outcome you have a statutory right to refer your complaint to the Financial Ombudsman Service.
It is a service free of charge to consumers and you may refer the matter to the Financial Ombudsman Service (FOS) within six months from the date that you received a final response to your complaint.
You can contact the service using the following details:
Telephone 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk

You can also visit their website and refer complaints to them online by visiting.
https://www.financial-ombudsman.org.uk/

Let us know if you need any extra help or support.
We are committed to providing a complaints service that is accessible to all our customers.
If you will have any difficulties with any elements of the process that is outlined above, or if there are circumstances that might mean we need to change the way in which we handle your complaint then please let us know when you tell us about your complaint.

Belfast Office

55-59 Adelaide St

Belfast

BT2 8FE

t : 02895 575010

e : info@njwfinancial.co.uk

Glasgow Contact

t : 0141 291 5044

Main Menu

NJW Financial Ltd is an Appointed Representative of PRIMIS Mortgage Network, a trading name of First Complete Ltd. First Complete Ltd is authorised and regulated by the Financial Conduct Authority (FCA). NJW Financial Ltd is a company registered in Northern Ireland, company number NI688242, with its registered office at 17 Carnmoney Road, Newtownabbey, Northern Ireland, BT36 6HL

YOUR HOME MAY BE REPOSSESSED IF YOU DO NOT KEEP UP REPAYMENTS ON YOUR MORTGAGE

Any other product or service offered by NJW Financial Ltd may not be the responsibility of PRIMIS and may also not be subject to regulation by the Financial Conduct Authority.

Most Buy to Let mortgages are not regulated by the Financial Conduct Authority. Wills are not regulated by the Financial Conduct Authority and may have limited consumer protection.

For our mortgage advice services, we will charge a fee of between £395 and £955. More complex transactions will result in a fee commensurate with the amount of work required in the application. We will quote our fee in full before any agreement to proceed is reached to enable you to make a fully-informed decision.
This fee is payable upon receipt of a successful decision in principle and non-refundable.

The guidance and/or advice contained within this website is subject to UK regulatory regime and therefore restricted to consumers based in the UK.

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55-59 Adelaide St

Belfast

BT2 8FE

How We Work

How to Complain

Belfast Office

55-59 Adelaide St

Belfast

BT2 8FE

t : 02895 575010

e : info@njwfinancial.co.uk

Glasgow Contact

t : 0141 291 5044

Main Menu