Making a complaint

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We hope you will be happy with our service, so any complaints will be taken very seriously and we will respond to them quickly.  

The easiest way to raise your complaint is send us an email using our online form.  

Alternatively you can write to us at:       

Customer Liaison
New Street Mortgages
Ascot House
Maidenhead Office Park

However, if you would prefer to discuss your complaint by telephone, you should initially contact the relevant department directly by calling either:

Collections: 0333 300 3500


Customer Services: 0333 300 0426

If they are unable to resolve your complaint, it will be referred to Customer Liaison for further investigation.

Should you remain dissatisfied with our final response you can refer your complaint to the Financial Ombudsman Service for resolution. The Financial Ombudsman Service provides consumers with a free and independent service.

You can contact the Financial Ombudsman Service by any of the following methods:

By post:
Financial Ombudsman Service
Exchange Tower
London E14 9SR

By telephone:
0800 0 234 567 - Free for people telephoning from a “fixed line” (for example, a landline at home)
0300 123 9 123 - Free for mobile-phone users who pay a monthly charge for calls to numbers starting 01 or 02

By email:

On the internet:

Our latest complaints data

New Street Mortgages is a brand of Kensington Mortgage Company Limited (Kensington). Kensington is authorised and regulated by the Financial Conduct Authority. 

Kensington records and regularly publishes the number of complaints they receive and how they deal with them. To view this data please visit