FAQ: Equity Release Complaints
Can I complain about equity release advice?
Yes. If you believe advice was unsuitable or risks were not properly explained, you can raise a complaint with the firm.
First step
Start by writing to the adviser or lender and setting out your concerns clearly.
How do I complain about a lifetime mortgage?
Use the firm's internal complaint process first, then escalate if unresolved.
Keep documents
Save letters, emails, suitability reports, and key illustrations.
What is equity release mis-selling?
It generally refers to concerns that advice, disclosure, or suitability standards were not met.
Evidence matters
Mis-selling concerns should be supported with records and clear examples.
Can I go to the Financial Ombudsman Service?
If your complaint is unresolved after the firm's process, you may be able to escalate to FOS.
Check eligibility
Review current FOS rules and time limits before referral.
Is compensation guaranteed in equity release complaints?
No. Outcomes depend on case facts, evidence, and formal review decisions.
Avoid assumptions
Do not rely on promises of guaranteed payouts.
What evidence helps most?
Suitability reports, recommendation letters, meeting notes, and timeline summaries are usually useful.
Organise by date
Chronological evidence is often easier for complaint reviewers to follow.
How long do equity release complaints take?
Timeframes vary depending on complexity, evidence quality, and escalation stage.
Practical tip
Respond quickly to information requests to avoid delays.
Can I complain if the advice was years ago?
Potentially yes, but time limits may apply depending on when issues became apparent.
Verify current rules
Always confirm current complaint and escalation time limits.
Should I complain to the lender or adviser?
Start with the firm responsible for the advice or product, depending on your circumstances.
Include key references
Provide account details and dates from the outset.
What if I do not have all documents?
You can request copies from the firm and still submit a complaint based on what you have.
Be specific
List exactly which missing documents you are requesting.
Does this website handle complaints for me?
No. This website provides educational information and enquiry support only.
Regulatory position
We are not currently authorised to provide regulated claims management services.
What should I do after reading this FAQ?
Read the complaint guide, gather your evidence, and submit your complaint to the firm.