How to make a complaint

We really want to get it right first time, but sometimes we don’t. If we haven’t met your expectations, please talk to us, we will listen to your concerns and look into what happened. 

Our intention is to always resolve your complaint immediately, but if we need more information it may take a little longer.

Our full complaints procedure is available to view here.


Write to us:

Complaints Team
Kensington Mortgages
Ascot House 
Maidenhead Office Park

Talk to Us
0333 300 0921

We are unable to reply directly to your email and will respond to all emails in writing.

Our complaints data

We know we don’t always get it right, but we’re committed to resolving things when they do go wrong.

Complaints data
Complaint about PPI

If you’re concerned about how your PPI (Personal Protection Insurance) policy was sold, please visit our PPI complaints page.

PPI complaints
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Kensington and Kensington Mortgages are trading names of Kensington Mortgage Company Limited (registered in England & Wales No. 3049877), which has its registered office address at: Ascot House, Maidenhead Office Park, Maidenhead SL6 3QQ.

Kensington Mortgage Company Limited is authorised and regulated by the Financial Conduct Authority (Firm Reference No. 310336). Some investment mortgage contracts are not regulated by the Financial Conduct Authority.