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
If you wish to register a complaint, please write to Bradgate Financial Solutions Limited, 3 Broad Street, Enderby, LE19 4AA or telephone 0116 277 7536.
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.
A summary of our internal complaints handling procedures for the reasonable and prompt handling of complaints is available on request.
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
If you make a complaint and we are unable to meet our liabilities, you may be entitled to compensation from the Financial Services Compensation Scheme. Further information about the limits applicable to the different product types is available from the FSCS at fscs.org.uk/what-we-cover.
Last updated 2026-07-17