The customer Self-Serve portal will be unavailable from approximately 9pm on Friday 13th March until Sunday 15th March. We apologise for any inconvenience.

The customer Self-Serve portal will be unavailable from approximately 9pm on Friday 13th March until Sunday 15th March. We apologise for any inconvenience.

chli customers

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.

If you’re a buy to let customer 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

If you’re a bridging customer you can do this by:

  • Calling us on 01252 365888 (Option 4)
    Lines are open between 9am and 5pm on Monday, Tuesday, Wednesday and Friday, and 10am to 5pm on Thursdays, excluding bank holidays.
  • Emailing us at [email protected]

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.