Complaints Procedure
If something has gone wrong, we want to know. This page explains how to complain, what we will do, and your right to escalate to the Financial Ombudsman Service.
How to complain
You can complain in whatever way suits you, by phone, email or letter.
- Phone. 07885 461624
- Email. claire@bradgatefs.co.uk
- Post. Claire Kind, Cedar House, 3 Broad Street, Enderby, Leicester, LE19 4AA
It helps if you can tell us what happened, when, who you dealt with, and what you would like us to do to put it right.
What happens next
- We acknowledge your complaint
We will confirm receipt promptly and tell you who is handling it.
Within 5 business days - We investigate
We review the file, speak to anyone involved, and look at what should have happened.
As quickly as the case allows - We respond
We will send you a final response setting out our findings and, where appropriate, what we propose to do.
Within 8 weeks
If we cannot resolve your complaint within eight weeks, we will write to you explaining why, and tell you when you can expect an answer.
If you are not satisfied with our response
You may be able to refer your complaint to the Financial Ombudsman Service, free of charge. You normally have six months from the date of our final response to do so.
- Website. financial-ombudsman.org.uk
- Phone. 0800 023 4567
- Post. Financial Ombudsman Service, Exchange Tower, London E14 9SR
Referring a complaint to the Ombudsman does not affect your legal rights.
Compensation
We are covered by the Financial Services Compensation Scheme. You may be entitled to compensation if we cannot meet our obligations. [VERIFY: applicable FSCS limits] More at fscs.org.uk.
Last updated 2026-07-17