We undertake the complaint handling responsibilities for and on behalf of the lenders and owners for whom we act as the appointed servicer of your mortgage.

In addition, you may also make a complaint about Acenden’s activities for which we have sole responsibility.

Whether or not we are acting for and on behalf of your lender or owner, or in our own right in the complaint handling process, we will deal with your complaint promptly and fairly.

Our full complaints procedure is available to view here.

You can write to us at:
Complaints Team
Ascot House
Maidenhead Office Park

Or download our Complaint Form and post it back to us at the above address.

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

Customer Arrears Support: 0333 300 0468
Customer Services: 0333 300 0426

Our office opening times are 9am-5.30pm Monday to Friday.

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

Our latest complaints data

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. Acenden is a trading name of Kensington Mortgage Company Limited (Kensington). Kensington is authorised and regulated by the Financial Conduct Authority.

Payment Protection Insurance (PPI) Complaints

The FCA deadline of 29 August 2019 for making a complaint about mis-sold PPI or non-disclosure of PPI commission has now passed. Neither we nor the Financial Ombudsman Service are required to assess new complaints of this type.