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Complaints

Home » Customers » Complaints

We’re sorry if we haven’t got things right. We always aim to provide excellent service, but sometimes we do make mistakes. If something has gone wrong, please let us know. It gives us the opportunity to put things right and helps us prevent it from happening again.

The first thing you need to do is tell us. You can do this by:

  • Calling us on 0371 472 2032.
    Phone lines are open between 9am and 5pm Monday to Friday, excluding bank holidays.
  • Completing our online complaint form on our Self-Serve portal.

  • Writing to us at:
    CHL Mortgages
    PO Box 146
    SKIPTON
    BD23 9GN

What we need from you:

  • Your name and address
  • A phone number we can contact you on
  • Your account number
  • A description of your complaint and how it’s affected you

For details on our complaints process view our complaints procedure.

Contact us

Customer Services
0371 472 2032

CHL Mortgages, PO Box 146,
SKIPTON, BD23 9GN

Log in to the Self-Serve portal to send us a secure message.

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CHL Mortgages is used under licence by CHL Mortgages for Intermediaries Limited. Registered office: Admiral House, Harlington Way, Fleet, Hampshire, United Kingdom, GU51 4YA (Company No 12954007). Authorised and regulated by the Financial Conduct Authority for Residential Mortgage Business. Firm ref no. 307798. Copyright CHL Mortgages © 2025.

Your property may be repossessed if you do not keep up repayments on your mortgage.