Complaints Process

The Glasgow Mortgage Company are an appointed representative of Primis Mortgage Network, a trading name of LSL Property Services PLC. PRIMIS 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:
The Glasgow Mortgage Company,
7 Clairmont Gardens Glasgow G3 7LW

Telephone: 0141 248 4677

If you prefer, you can also refer your complaint to PRIMIS directly using the following contact details.

PRIMIS Mortgage Network,
Customer Resolution Team,
Ground Floor,
Birmingham Business Park,
B37 7YT.

Telephone: 0121 767 1139

You can also complain via their website:

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


We will charge a fee of between £0 and £995. The amount we will charge is dependent on the amount of research and administration that is required. This fee is payable on receipt of a mortgage offer.

The guidance and/or advice contained within this website is subject to the UK regulatory regime and is therefore primarily targeted at consumers based in the United Kingdom.

Need help? Call or email us and we'll be happy to help with your enquiry.