Complaints Procedure...

In the unlikely event you'll need to make a complaint...

Cream Financial Solutions Ltd are an appointed representative of PRIMIS Mortgage Network, a trading name of Advance Mortgage Funding Advance Mortgage Funding is authorised and regulated by the Financial Conduct Authority. 

We are committed to providing a professional service to all our customers. 

If you are unhappy then we want to hear about it so we can try to put things right. With this in mind, we have the following complaints procedure in place.

You can make a complaint by any reasonable means including telephone, letter, or email.   

Our contact information:

  • Write to: 49 Waterloo Road, Wolverhampton, WV1 4QL
  • Telephone: 01902 894172
  • Email:

If you prefer, you can also refer your complaint to PRIMIS directly using the following contact details:

  • Write to – PRIMIS Mortgage Network, Customer Resolution Team, Ground Floor, Birmingham Business Park, B37 7YT. 
  • Telephone: 0121 767 1139
  • Email:

You can also complain via their website:

The same section of the website contains more information about PRIMIS’ role in complaints handling and about how Appointed Representative relationships work

How we will handle your complaint

Simplified complaints

We will use this process if: 

  • your complaint is about a simple matter - that we can look into and solve quickly and easily; and 
  • you direct it to us (rather than directly to PRIMIS Mortgage Network) in the first instance.   

We will investigate your complaint and aim to resolve it within three business days following the date of receipt. If you are happy to accept our proposed resolution, we will send you written confirmation of our investigation.  

If you cannot confirm acceptance by the end of the third working day (for example – because you are not happy with our proposed response or if you are not available to discuss it with us) then the case will be referred to PRIMIS Mortgage Network. It will then be handled in line with the Formal Complaint process outlined below. 

If your complaint is more complex or is unlikely to be resolved quickly then we will usually refer it to PRIMIS straight away.

Formal Complaints

The formal complaints process will be used where: 

  • we can’t resolve your complaint to your satisfaction within 3 working days: or 
  • your complaint is likely to involve more complex assessment or investigations; or 
  • you send your complaint directly to PRIMIS Mortgage Network rather than to us in the first instance; or 
  • you ask us to deal with your complaint in this way rather than via a simplified process.   

Upon receipt PRIMIS will acknowledge your complaint promptly and will investigate it fairly and impartially. They will write to you within 8 weeks to confirm the outcome of their investigation.  

In the unlikely event that their investigation is not complete within eight weeks of receipt of your complaint they will write to you to explain why and let you know when you can expect to hear from them. They will also provide details of how to contact the Financial Ombudsman Service if you are not satisfied with progress. 

Financial Ombudsman Service

If, following PRIMIS’ investigation you are still not happy with the outcome you have a statutory right to refer your complaint to the Financial Ombudsman Service. 

It is a service free of charge to consumers and you may refer the matter to the Financial Ombudsman Service (FOS) within six months from the date that you received a final response to your complaint.  

You can contact the service using the following details: 

Telephone 0800 023 4567 


You can also visit their website and refer complaints to them online by visiting.  

Let us know if you need any extra help or support. 

We are committed to providing a complaints service that is accessible to all our customers.  

If you will have any difficulties with any elements of the process that is outlined above, or if there are circumstances that might mean we need to change the way in which we handle your complaint then please let us know when you tell us about your complaint.

Get a Quote

Fill in our quote form and an adviser will contact you to arrange an appointment.

Existing Customers

If you have queries about your existing policy please get in touch.

About Cream

Learn more about Cream, our mission and commitment.

Life insurance could be the most important financial product you ever buy.

If you die while you still have dependants, being able to claim on a life insurance policy could be the difference between your loved ones struggling to make ends meet, and their financial security.

Despite this, many of us simply don’t have any life insurance cover in place. Your Cream Financial Services adviser will ensure you get the product you need, with the right provider, at a price you can afford.




Refer a friend

Cream operates a refer and earn scheme and we'll pay up to £150 for each successful Life insurance referral.



Free Will

Cream offers a free Will service worth £130 which is available with every Life policy taken out.

Free Trust
Every Life policy taken out with Cream has the option to have a free trust set up for you if you wish to do so.


Cream Financial Solutions
49 Waterloo Road

Southern Office
Trinity Court
2-4 West Street, Fareham
PO16 0BH

Northern Office
Second Floor
Focus House
1 Central St

Bespoke tailored insurance solutions built around you and your family. Completely free initial consultation. Quality, personal advice.