Making a complaint

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At New Street we do everything we can to make sure our customers get the best possible service. However, sometimes, we don’t get things right first time. If you’re not completely happy with our service, we’d like to hear about it, that way we can do something to put it right. You can tell us about your concerns by contacting us in the following ways:


In writing: 

Complaints Team
New Street Mortgages
Ascot House
Maidenhead Office Park
Maidenhead
SL6 3QQ


If you wish to make a complaint by telephone you should initially contact the relevant department directly by calling 0333 300 3500.  

Our office opening times are 8:30am to 6:30pm Monday to Thursday and 8:30am to 5:30pm Friday. 

If they are unable to resolve your complaint, it will be referred to our Complaints Team for further investigation.

Our full complaints procedure is available to view here.

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 the Kensington website.