Complaints Procedure
How to make a complaint and how we handle it.
Our Commitment
IsraelMortgages.com is committed to providing a high standard of service. If you are dissatisfied with any aspect of our service, we want to hear from you. We take all complaints seriously and will investigate them promptly and fairly.
How to Make a Complaint
Please submit your complaint in writing, including:
- Your full name and contact details
- The date and nature of the service or interaction
- A clear description of the complaint
- Any relevant reference numbers
- The outcome you are seeking
You can email complaints to team@israelmortgages.com or write to us at the address listed on our Contact page.
Our Process
1. Acknowledgement
We will acknowledge your complaint within 3 business days of receipt.
2. Investigation
A senior member of our team will investigate the complaint and may contact you for further information.
3. Response
We aim to provide a full written response within 21 business days. If we need more time, we will inform you and provide an estimated date.
4. Resolution
If the complaint is upheld, we will explain what went wrong and what we will do to put it right and prevent recurrence.
If You Remain Dissatisfied
If you are not satisfied with our response, or if we have not responded within the stated timeframe, you may refer the matter to the relevant Israeli regulatory authority. The authority that oversees consumer complaints and financial services in Israel is the Consumer Protection and Fair Trade Commission, under the Ministry of Economy and Industry.