Complaints Procedure
How to raise a complaint with us, and your right to refer it to the Financial Ombudsman Service.
We always aim to provide a high standard of service. If something has gone wrong, please tell us so we can put it right. This page explains how to complain and what will happen next.
Complaining to our network, Sesame
You can make a complaint to our network Sesame. Please contact them on the details below:
Write to: The Customer Relations Department, Sesame Limited, Fourth Floor, Jackson House, Sibson Road, Sale, M33 7RR.
Email: CustomerRelations@sbg.co.uk
Telephone: 0345 0456 800 (Mon–Fri 9.00am to 5.00pm)
How to make a complaint
You can raise a complaint with us by phone on 03338 800703, by email at hello@millwoodmortgages.com, or in writing to The Millwood Mortgage Company Ltd, 19 Montpelier Avenue, Bexley, Kent, DA5 3AP. Please give us your name, contact details, and as much detail about your complaint as you can.
What happens next
As an appointed representative of Sesame Ltd, complaints are handled in line with Sesame's complaints procedure and the FCA's complaint-handling rules. We will acknowledge your complaint promptly and aim to resolve it as quickly as possible. If we cannot resolve it straight away, we will keep you updated and will send you a final response, normally within eight weeks.
If you are still not satisfied
If you are unhappy with our final response, or if eight weeks have passed since you first complained, you may be able to refer your complaint to the Financial Ombudsman Service, free of charge. You can contact them at Financial Ombudsman Service, Exchange Tower, London E14 9SR, on 0800 023 4567, or at financial-ombudsman.org.uk. You normally have six months from the date of our final response to refer your complaint to them.
Financial Services Compensation Scheme
We are covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the scheme if we cannot meet our obligations, depending on the type of business and the circumstances. Further information is available at fscs.org.uk.
Last updated: August 2026.