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Customer Complaint Policy & Procedure


To ensure that customer’s complaints/disputes are handled courteously, sympathetically and swiftly.


Customers are requested to advise Brackenwood of any complaint/dispute in writing, addressed for the attention of the Managing Director, by way of:

•    Letter to Brackenwood House, Kimbell Road, Basingstoke, RG22 4AT
•    Fax to 01256 843972
•    E-mail

Upon receipt the complaint letter (or fax or e-mail) will be logged onto the Customer Complaints Log
Receipt of such document will be logged on the relevant Contract on the computerised contracts system (Adminbase) and the document will be scanned and attached to the Contract.

If addressed to the Managing Director, he will nominate an employee to resolve the problem, if he is not going to deal with it personally.  The nominated employee will respond to the customer in writing within 48 hours to:

(a) acknowledge receipt of the communication

(b) advise the customer that they are dealing with the matter

It is the aim of Brackenwood to resolve complaints/disputes within 14 – 21 days of receipt of the complaint.

If for any reason the 14 – 21 days’ time scale is exceeded the nominated employee will contact the customer to update them on progress and to advise how much longer it is anticipated before the matter will be resolved.  In very exceptional circumstances where the complaint/dispute is particularly complex and takes longer to resolve, the nominated employee will continue to update the customer on a regular basis until the complaint is resolved.

All forms of communication with the customer (i.e. written and verbal) will be recorded on the Brackenwood CRM database.

If we cannot agree a solution within eight weeks and your complaint relates to our credit brokerage service, we will:

(a) write to you giving our reasons for the delay and an indication of when we expect to provide a final decision


(b) issue our final decision letter which will explain our final position.

We aim to resolve all credit broker related complaints internally.  However, if after receiving our final decision letter or eight weeks have passed, you may have the right to refer your complaint to the Financial Ombudsman Service (FOS).  If you want the FOS to look into your complaint you must contact them within six months of the date of our final response letter in writing to:

Financial Ombudsman Service, ExchangeTower, London, E14 9SR

Telephone 0800 0234567 or e-mail

Further helpful information can be obtained from visiting their website

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