Privacy Policy

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Oasis Prime is an Appointed Representative of PRIMIS Mortgage Network. PRIMIS Mortgage Network is a trading name of Advance Mortgage Funding Limited which 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:

• Contact:  Lee Morris
• Telephone: 07811 210404
• Email: lee@oasisprime.uk
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: complaints.solihull@primis.co.uk
You can also complain via their website:
• https://www.primis.co.uk/privacy-notices/complaints/
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 complaints

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.
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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.

The 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
Email: complaint.info@financial-ombudsman.org.uk
You can also visit their website and refer complaints to them online by visiting.
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https://www.financial-ombudsman.org.uk/
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.

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Oasis Prime Cookie Policy

Effective Date: 1st September 2025

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What are cookies?

Cookies are small text files that are placed on your computer, smartphone, or other device when you visit a website. They are widely used to make websites work more efficiently and to provide information to the site's owners.

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How we use cookies

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We use cookies to improve your experience on our website, to understand how our site is used, and to help us provide you with relevant information. We may also use cookies for security purposes and to ensure the proper functioning of our services.

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The types of cookies we use

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We use different types of cookies for different purposes. We will always ask for your consent for any cookies that are not strictly necessary for the website to function.

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• Strictly Necessary Cookies These cookies are essential for our website to function and cannot be switched off in our systems. They are typically set to respond to actions you take, such as logging in, filling out forms, or maintaining the security of your account. You can set your browser to block or alert you about these cookies, but some parts of the site may not work as a result.

• Performance and Analytics Cookies These cookies allow us to count visits and traffic sources so we can measure and improve the performance of our site. They help us understand which pages are the most and least popular and see how visitors move around the site. The information collected by these cookies is anonymous and is used for statistical purposes only.

• Functionality Cookies These cookies enable the website to provide enhanced functionality and personalization. They may be set by us or by third-party providers whose services we have added to our pages. For example, these cookies can remember your user name or language preferences.

 

Your consent and control

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Under UK law, we must obtain your consent before setting any non-essential cookies. When you first visit our website, you will be presented with a cookie banner that allows you to:

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• Accept all cookies

• Reject all non-essential cookies

• Manage your preferences for each category of cookies (Performance, Functionality, Targeting)

 

You can change your cookie preferences at any time by clicking the "Cookie Settings" link located in our website footer or through your web browser settings.

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Third-party cookies

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Some cookies are set by third parties to provide us with services, such as analytics or advertising. We do not have control over these cookies. For more information on how these third parties use cookies, you should check their respective privacy policies.

How to control cookies through your browser

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Most web browsers allow you to control most cookies through the browser settings. You can find instructions on how to manage cookie settings on popular browsers below:

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• Google Chrome: https://support.google.com/chrome/answer/95647

• Mozilla Firefox: https://support.mozilla.org/en-US/kb/websites-say-cookies-are-blocked-unblock-them

• Microsoft Edge: https://support.microsoft.com/en-us/windows/manage-cookies-in-microsoft-edge-view-allow-block-delete-and-use-168dab11-0753-043d-7c16-ede5947fc64d

• Apple Safari: https://support.apple.com/en-gb/105082

 

Changes to this policy

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We may update this cookie policy from time to time to reflect changes in our use of cookies or changes in legal requirements. We will post any updates on this page.

Contact Us If you have any questions about our use of cookies, please contact us at Oasis Prime:

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