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We do everything we can to make sure our customers get the best service, but sometimes we don't get everything right first time. Here you can find out how to make a complaint and see our latest complaints data.

In writing:

Please address your letter to:

Service Quality Manager 
Service Quality Department
Kensington Mortgage Company Limited
Ascot House
Maidenhead Office Park

By telephone:

Please telephone us on 0345 ​199 ​2222

By fax:

Please fax us on 0207 920 1503 

By email:

You can send an email to

Our procedure

We will endeavour to resolve your complaint immediately. Failing that, we will always aim to resolve your complaint within three business days of receipt and, if we are able to resolve your complaint, a letter (called a 'summary resolution communication') will be issued to you confirming the resolution.

If we cannot resolve your complaint within three business days of receipt, we will aim to respond within five business days of receipt, however, there may be situations where this timeframe cannot be met. In these situations a written acknowledgement will be sent as soon as practical.

Your complaint will be investigated by a dedicated complaints handling specialist whose responsibility is to investigate and resolve any problems that you are experiencing.

A Final Response will be provided within 8 weeks of the receipt of your complaint, which will include a full explanation of our findings. Should you be disappointed with the outcome of your complaint, you may refer the matter to the Financial Ombudsman Service whose role is to settle complaints between financial businesses and their customers.

The Financial Ombudsman Service

We hope to resolve your complaint to your satisfaction without reference to a third party. However, if you are not satisfied with our Final Response, you can write to the FOS at The Financial Ombudsman Service, Exchange Tower, London, E14 9SR. Alternatively, you can phone 0800 023 4567. Further helpful information can be obtained from visiting their website.

We are sorry that you have found cause for complaint but can assure you that Kensington is committed to resolving your complaint fairly and quickly. In most cases this can be done if you allow us to listen to your concerns, understand the problem and, where possible, deliver an effective solution to you.

Our latest complaints data

The table below shows information on the number of complaints received by Kensington Mortgage Company between 1 April 2016 and ​30 September 2016 and how these complaints were resolved:

Complaints publication report

Firm Name: Kensington Mortgage Company Limited

Group (if applicable):

Other firms included in this report (if any):

Period covered in this report: 1 April 2016 – 30 September 2016

Brands/trading names covered: Kensington and New Street

Number of complaints opened Number of complaints closed Complaints closed within 8 weeks (%) Closed complaints upheld by firm (%)
Banking and Credit Cards  N/A  N/A  N/A  N/A
Home Finance 1,464 1,318 99.77% 30.05%
General insurance and pure protection  N/A  N/A  N/A  N/A
Decumulation, life and pensions  N/A  N/A  N/A  N/A
 Investments  N/A  N/A  N/A  N/A
 Credit-related  N/A  N/A  N/A  N/A

Putting our numbers in context

On aim is to provide all of our customers with an excellent level of service.  We constantly strive to improve our service and the customer experience.

On 30 September 2016, Kensington had 92,624 open accounts. For every 1,000 home finance loans we had outstanding, we received ​16 complaints.

Please note

The number of complaints and number of customer accounts relate to first charge mortgage lending, second charge mortgage lending and buy to let lending.

The Financial Ombudsman Service also publishes data about the number of complaints it receives and the proportion it upholds. Details can be found here.