Complaints

If something’s gone wrong, we want to hear about it and put it right. We take every complaint seriously.

How to complain

Email us at info@craddockfinancialsolutions.co.uk or call 01489 250343 with your name, contact details and what’s happened. If you’d rather talk it through, say so and we’ll call you.

What happens next

• We’ll acknowledge your complaint promptly, normally within 5 business days.
• We’ll investigate fairly and keep you updated.
• You’ll receive our final response as soon as possible, and no later than 8 weeks after we received your complaint.

Mortgage and protection (life insurance) complaints

Our mortgage and protection advice is regulated. If you’re not satisfied with our final response, or 8 weeks have passed without one, you can refer your complaint, free of charge, to the Financial Ombudsman Service:

• Website: financial-ombudsman.org.uk
• Phone: 0800 023 4567
• Post: Financial Ombudsman Service, Exchange Tower, London E14 9SR

You normally need to contact the Ombudsman within 6 months of our final response.

Wills, trusts and estate planning complaints

Will writing, trusts and estate planning are not regulated by the Financial Conduct Authority, so the Financial Ombudsman Service may not be able to look at complaints about them. We’ll still handle your complaint in the same way and within the same timescales. [to confirm]

Complaints about your data

If your complaint is about how we’ve handled your personal data, see our Privacy & data use page. You can also raise it with the Information Commissioner’s Office at ico.org.uk.