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Your bank / mortgage provider may just have a web page for that sort of thing, which makes it easier.
NotThamesWater-
Almost ironically they have a page for complaints which offers to, via online chat help:
talk through your concerns to help put things right
After almost an hour on this chat they finally concluded that they couldn't actually see the relevant information, and perhaps I should speak to the mortgages team. FFS, couldn't see that one coming.
All the individual people I spoke to were lovely, but their employer has put all the useful information behind some kind of anti-conflict-of-interest /independent-audit-compliant wall I guess.
Cupcakes
Yeah I'm thinking I'll go old school snail mail complaint (since obviously phoning them does sweet fuck all) but send it on Monday after I have hopefully received the mortgage.