Your rights

Tru Blu Financial · Version 1.3 · Last updated: 30 September 2026

Our priority is to give you the highest standard of service. But we know things can sometimes go wrong. If they do, we want to hear about it — your feedback lets us put things right and shows us where we need to improve.

If something has gone wrong

Please tell us first. Most concerns can be sorted out quickly by speaking to your adviser.

You can also complain directly to our network, Mortgage Advice Bureau:

Complaints Team, Complaints Department, Capital House, Pride Place, Derby, Derbyshire, DE24 8QR
Telephone: 01332 200020
Email: complaints@mab.org.uk
Website: mortgageadvicebureau.com/your-rights

Phone: 01564 732744

We may record and monitor calls.

What happens next

If we can't resolve your complaint straight away, we will:

Acknowledge it in writing promptly, confirming our understanding of what has gone wrong, who is handling it, and giving you the chance to add anything further.
Keep you updated as we investigate.
Send you a final response setting out our findings and, where appropriate, what we propose to do about it.

A summary of our internal complaint handling procedure is available on request.

The Financial Ombudsman Service

If you're unhappy with our final response, you can ask the Financial Ombudsman Service (FOS) to review your complaint independently, free of charge. You must do so within six months of the date of our final response letter.

The FOS will only consider a complaint once you have tried to resolve it with us first, so please come to us before going to them.

The FOS can only consider certain categories of complaint. For example, buy-to-let mortgages are generally not regulated by the Financial Conduct Authority and will normally fall outside the Ombudsman's jurisdiction.

The FOS may also be unable to consider your complaint if:

What you are complaining about happened more than six years ago, and
You are complaining more than three years after you realised, or should have realised, that there was a problem.

Whether a complaint made outside these limits can be considered is a matter for the Ombudsman.

Website: financial-ombudsman.org.uk

Post: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR

Phone: 0800 023 4567 or 0300 123 9123

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

Alternative Dispute Resolution

The Financial Ombudsman Service is the approved Alternative Dispute Resolution provider for financial services in the UK. We deal with complaints ourselves when we receive them rather than passing them to the FOS under the ADR route. This does not affect your right to refer a complaint to the FOS as set out above.

The 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 to you. What you can claim depends on the type of business involved — mortgage advice and arranging is covered up to a limit per person, and advice on protection and insurance products is covered at a higher level. Current limits are set out at fscs.org.uk, or you can ask us.

Your rights over your personal data

You also have rights over the personal information we hold about you — including the right to see it, correct it, object to how we use it and, in some circumstances, have it deleted. These are explained in full in our Client Privacy Notice.

To use any of these rights, contact us at data@tru-blu.co.uk, or our network, Mortgage Advice Bureau. If you're unhappy with how we've handled your information, you can complain to the Information Commissioner's Office at ico.org.uk or on 0303 123 1113.

Your right to cancel

If you take out a protection or insurance policy through us, you will normally have a cooling-off period during which you can cancel — usually 30 days for life and protection policies and 14 days for general insurance. The exact period will be confirmed in your policy documents.