How to make a complaint

At Kensington we do everything we can to make sure our customers get the best possible service. However, sometimes, we don’t get things right first time.

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.

View our full complaints procedure

If you’re not completely happy with our service, we’d like to hear about it, that way we can do something to put it right. You can tell us about your concerns by contacting us in the following ways:


Write to us

Complaints Team
Kensington Mortgages
Ascot House
Maidenhead Office Park


Talk to us

If you wish to make a complaint by telephone you should initially contact the relevant department directly by calling either;

Customer Arrears Support: 0333 300 0920


Customer Services: 0333 300 0921

Our office opening times are 9:00am to 5:30pm Monday to Friday. 

Email us

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

The FCA deadline of 29 August 2019 for making a complaint about mis-sold PPI or non-disclosure of PPI commission has now passed. Neither we nor the Financial Ombudsman Service are required to assess new complaints of this type.

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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.