Complaint

HOW WE APPROACH YOU COMPLAINT

Each of our customers is important to us and we believe you have the right to a fair and courteous service. If you’re dissatisfied with our service, or the advice you receive, we will initially attempt to resolve the matter informally, if you are happy for us to. If we can resolve the matter within 3 business days following the day we received it, we’ll send you confirmation of this. We’ll also let you know about the Financial Ombudsman Service (FOS) at this time.

If we’re unable to resolve matter quickly, to your satisfaction, or you would prefer a formal process, then we have a detailed complaint handling process to ensure we are able to investigate and respond to your complaint thoroughly and fairly. This is process is summarised further below.

Articus Finance is regulated by the FCA, so you are entitled to register a complaint at any time. We never impose barriers to you doing so and you can speak directly to our directors or compliance manager.

Should you wish to register a complaint, you may do so by contacting our Principal firm, JLM Mortgage Network, in the following ways:In writing: Compliance Dept. JLM Mortgage Network, 21a Churchyard, Hitchin, Hertfordshire, SG5 1HP

By phone: 01462 455655
By email: compliance@jlmms.co.uk.

There are some complaints we cannot consider but we will explain to you if this is case

 

RECEIVING YOUR COMPLAINT

If we cannot resolve your complaint informally, within 3 business days following the day we received it, then we’ll write to you to let you know. If you gave your complaint verbally, then we’ll also confirm our understanding of your concerns and request you to correct any misunderstandings.

 

INVESTIGATING

We’ll review our records and discuss your concerns with all those involved. Sometimes we have to liaise with third parties like lenders or solicitors which can require more time and we may need your authority to do so. We’ll also keep you updated throughout.

 

RESPONDING TO YOUR CONCERN

We’ll provide you with a full written response within eight weeks. If we do not agree then we’ll explain why, but if we recognise we’ve failed you then we’ll explain how we plan to improve. We’ll also confirm whether you can refer to the Financial Ombudsman Service.

Should you have cause to complain, and you are not satisfied with our response to your complaint, you may be able to refer it to the Financial Ombudsman Service which can be contacted as follows:

If you feel we do not handle your complaint fairly, then you may be able to refer to an independent adjudicator, the Financial Ombudsman Service (FOS) if the matter is concerning residential mortgages, Consumer Buy-to-Let and personal protection policies as these are regulated by the Financial Conduct Authority (FCA). The same is not normally true for other Buy-to-Let or commercial mortgages but we’ll let you know if this is the case.

You can contact the Financial Ombudsman Service in the following way;

Visit the website and fill out the online form www.financial-ombudsman.org.uk

Write to Exchange Tower, Harbour Exchange, London E14 9SR

Email: complaint.info@financial-ombudsman.org.uk

We are authorised and regulated by the Financial Conduct Authority (FCA), who have set out specific rules for the handling of complaints. Our procedure is compliant with the FCA rules but if you wish to obtain further information please visit http://www.fca.org.uk or email consumer.queries@fca.org.uk

Tafouse Raza

Client Services

Tafouse brings expertise from the prime London property market, excelling in client care. Dedicated to exceptional service, Tafouse goes above and beyond to meet your needs. Passionate about rugby, travel, and showjumping, his diverse interests reflect a commitment to excellence in every interaction.

Harry Lart

Mortgage Broker

Harry has over 16 years of experience within the Finance, Housing and Development sector. He started off his career as a CIMA Qualified Chartered Accountant and transitioned over to financial services in 2019. During this time he has dealt with a range of complex financial arrangements from ex pat mortgages to large development loans. Harry has a can do attitude and believes there’s a solution to every situation and will work tirelessly to ensure your deal crosses the line. In his spare time Harry likes to play poker, travel and try new cuisines.

Carolina Barreiros

Marketing Manager

Carolina is a multilingual Marketing Manager originally from Portugal. She specialises in International Marketing and Business, helping organisations expand their brand awareness globally over the last 4 years. Her past work includes supporting start-ups to multinational companies in the UK and across Europe. She is a creative and passionate individual, bringing a fresh perspective to the financial industry and delivering high quality research.

In her spare time, Carolina enjoys socialising & travelling around the world, embracing different cultures and experiences. 

Antonia Grieve

Office Manager

Antonia brings fantastic planning, organisational and time management skills to her role as office manager, ensuring that operations at Articus run smoothly. An experienced administrator with fantastic problem solving skills, Antonia began her career working in medical administration, so she is highly experienced working with confidential client data.

Jack Cuthbert

Client Services Executive

Jack comes from a background of delivering great customer service. He has worked in the property industry since 2016 and has solid knowledge of the property market, combined with a good knowledge of the mortgage industry. Jack is CeMap qualified and enjoys looking after his clients and building strong working relationships. Away from work, Jack spends most of his time travelling with friends, playing football and watching Charlton Athletic.

Matthew Currey

Case Manager

Matthew has experience working as a mortgage administrator and assisting with clients of any calibre. His main strength is his ability to develop a close relationship to his brokers and clients, allowing for a smooth transition throughout your mortgage journey, his friendly nature helps in making the process a lot less intimidating than it needs to be. Outside of work Matthew spends his time playing Chess and exploring the world with his Girlfriend.

Danny Doran

Business Development Manager

Danny started his career in financial services in 2005. He has developed an ability to build relationships and collaborate for success, through consistent communication, a holistic approach to deal building and an ability to swiftly problem solve. Danny has worked with Private and High Net Worth clients for over a decade and is driven by a strong, natural desire to ensure his clients and their businesses reach their full potential. As a property investor himself, he is well placed and experienced in all things property related. Outside of work, Danny has a keen interest in psychology, the outdoors and travelling.

Theo Osborn

Mortgage Broker

Theo started his journey in the specialist finance industry while working as a journalist at an industry trade magazine. During this time he amassed a great knowledge of mortgages, bridging, development and commercial funding and established a wealth of relationships in the industry. He transferred these skills and now specialises in assisting clients with their specialist finance requirements. Working alongside the CEO, Theo has learnt the nuances of ultra-complex transactions and knows how to most efficiently manage the funding process to completion. Theo aims to achieve the best solution for every client he deals with a particular focus on sourcing funding for developments and refurbishment.

Stefanos Petrou

Mortgage Broker

Stefanos started in financial services in 2013 managing clients across central London. Consistently providing a high level of thorough service. Prioritising communication, research, and innovation in order to meet his clients complex goals. Stefanos strengths lie in maintaining long standing relationships and being by his clients side throughout the process. Outside of work Stefanos enjoys spending time with his friends and family, unless of course Arsenal F.C are playing.

Dino Lazarides

Mortgage Broker

With over 20 years of financial services experience Dino is an accomplished mortgage adviser who relishes the more complex cases, enjoys a challenge and always does everything he can to ensure his clients not only get the result they need but to achieve their property goals.   A fully qualified financial adviser Dino quickly realised that property and mortgages were his passion and over the years gained his experience helping investors build their property portfolios.  When not working Dino enjoys spending time with his family, loves modern and classic performance cars, popular culture, technology, mountain biking and is a supporter of West Ham United.

William Gleeson

Mortgage Broker

William started in financial services 2014 arranging finance for HNW clients and their families. One of his main strengths is building deep, long standing relationships with his clients, which enables him to fully understand their needs and tailor solutions to fit each client individually. William has relationships with a variety of lenders ranging from international private banks to some of the largest lenders within the UK. Outside of work, William enjoys spending time with his young family and is an avid rugby player.

Steven Boyde

Mortgage Broker

Steven started working across London’s property and financial services market in 2007. He specialises in development, bridging and commercial finance and has completed many multi-million transactions. Steven believes in customer focused relationships and has many clients who have been with him for years. Away from work, Steven spends most of his time with his two children and wife, on the golf course or watching Plymouth Argyle.

Samuel Asante

Mortgage Broker

Whether you require access to bespoke funding, or need to fund a project of any scale, Samuel will always find a solution to meet the requirements of any client. No matter how complex your case is, through his innovative and determined nature, he can find a structure to finance a client’s plans. As a trained martial artist, Samuel’s passion and confidence carries over into the workplace, and you can expect a clear and concise transaction journey from start to finish.

Jason Hunt

Mortgage Broker

Jason started in 2012 in financial services working across London’s property and financial services markets for HNW individuals. He is able to construct tailor-made solutions to suit his client’s needs, no matter how complicated. He has completed multi-million pound residential, buy to let and commercial developments across the UK. Jason is a confident and motivated individual whom takes pride in offering an exceptional and professional level of service to all of his clients. Outside of work he enjoys hiking, cycling and traveling the world with his sights set on Base Camp Everest.

Assad Younis

Mortgage Broker

Assad prides himself on being open minded and thinking outside the box. Through a personalised approach and consistent communication; Assad’s strong relationships with specialist lenders gives him the ability to reach the ideal outcome for his clients. With a particular strength in dealing with foreign nationals and ex-pats he approaches his clients with a can-do attitude. His attention to detail allows him to actively support his clients and build a long-term relationship by giving a truly tailored approach.  Outside of work, Assad is a keen explorer and foodie, regularly travelling to remote destinations and testing out the local cuisines.

Shyan Zubair

Co-Founder & Managing Director

Shyan is a global businessman with keen commercial acumen and a deep understanding of the UK property market. Following the successful completion of an undergraduate and postgraduate degree in Mathematics from King’s College London, Shyan has held a range of highly strategic roles, with a focus on UK property investment – meaning he is well versed in the world of HNW property finance. Not only is he an experienced UK landlord, he has an impressive history in the world of property trading, and has played a pivotal role in the completion of a number of large scale development projects with values up to £30 million.

Oliver Hines-Lloyd

Co-Founder & CEO

Ollie entered the world of high net worth mortgages after living in Geneva, where he provided tailored financial advice to private clients. This experience shaped his career trajectory, giving him first-hand experience in understanding and communicating the benefits of financial advice – all while developing the ability to build exceptional client relationships. Following this, Ollie moved back to London where he began specialising in mortgages. His drive, ambition and natural flair for anticipating the needs of his clients led him to progress quickly from Client Services to broker, where he honed his skillset after passing his CeMap exams. Outside of work, Ollie is an avid traveller – and an equally keen supporter of his local club, Fulham FC.

Antonio Michael

Co-Founder & CEO

Antonio has over a decade’s experience arranging and negotiating mortgage finance for some of the UK property market’s most complex transactions. During his career, he has worked at some of the UK’s most prestigious mortgage brokerages, as well as the fast-paced world of currency broking. As a result, he has a wealth of relevant experience in handling complicated cases, like clients buying properties through trusts. Crucially, Antonio has developed an almost unparalleled network of close industry relationships. This enables him to navigate challenging situations with ease, and he relishes taking on cases that have struggled to progress elsewhere and seeing them through to completion.

Antonio Michael

Co-Founder & CEO

Antonio started in financial services in 2006, arranging and negotiating mortgage finance for some of the UK property market’s most complex transactions. During his career, he has worked at some of the UK’s most prestigious mortgage brokerages, as well as the fast-paced world of currency broking.

As a result, he has a wealth of relevant experience in handling complicated cases, like clients buying properties through trusts. Crucially, Antonio has developed an almost unparalleled network of close industry relationships. This enables him to navigate challenging situations with ease, and he relishes taking on cases that have struggled to progress elsewhere and seeing them through to completion.