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Complaints Procedure

If you wish to make a complaint our procedure is as follows:

1. When making a complaint you can do so in writing to Goodwin Barrett Ltd – Mikar Business Park, Northolt Drive, Bolton BL3 6NJ; via email to enquiries@goodwinbarrett.co.uk, or over the phone on 01204 311998 and fax 01204 819002 – please outline the reason(s) for your complaint clearly and concisely.

2. If submitted more than 6 months after the cause for complaint, there is a possibility that we will refuse to consider the issue on these grounds. In the event that this happens, you will receive a letter informing you of our decision.

3. All complaints will be acknowledged within 5 working days of being received, making you aware of the person who will be responsible for handling your complaint with Goodwin Barrett. We will make every effort to assign someone who wasn’t involved in the issue, to make the complaints process fair for all.

4. Within four weeks of receiving your complaint, you will be sent either:

a) a final response addressing the complaint; or

b) a holding response, explaining the reasons why we are not yet able resolve the issue. This will also indicate when you should anticipate further contact regarding the matter.

5. Within eight weeks of receiving your complaint, you will be sent either:

a) a final response addressing the complaint; or

b) a letter outlining the reasons why we have still not been able to formulate a final response, explaining the causes behind the further delay and predicting when to expect a final response. At this point you will be informed of your right to forward the complaint to the Legal Ombudsman should you wish to do so.

6. Should we decide that redress is in order, you will be offered a fair compensation for any actions or mishaps on our behalf. This may not necessarily be financial; compensation may be offered in the form of an apology, a proposal to start over on the project, or a refund of a fee previously paid to us.

7. In the event that you remain dissatisfied with the outcome of your complaint, or if after eight weeks it remains unresolved, you may refer the matter to:

Legal Ombudsman
PO Box 6806,


Tel: 0300 555 0333

8. The Legal Ombudsman is able to review how a complaint has been handled, and may offer direction for further action.

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William Thornley

from Bolton
compensation from Halifax

Alan Burke

from Bolton
compensation from Santander

Why choose us?

  • Hassle-free process.
  • No lengthy paperwork to complete.
  • No upfront fees.
  • Your own dedicated claims expert.
  • Over £80 million reclaimed for clients.
  • Award-winning business.
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Customer Stories

We've helped thousands of people win compensation as a result of unsuitable financial advice.

William Thornley I’m absolutely delighted with the service we got from Goodwin Barrett, I couldn’t believe how easy it was and i’ve nothing but praise for them
Alan Parton This was an excellent result which my wife and I never expected. My sincere thanks to you for such an excellent achievement, I cannot thank you enough
Stuart Snowden After sending a report to Santander, they agreed with our findings and awarded Mr Snowden an amount of £7,000 made up from a refund of the losses together with interest and compensation.
William Miller This was a fantastic result I never expected. My sincere thanks for such a prompt and efficient service.
Margaret Long I am so grateful to your company but especially to Steve Wise for getting me the money back
Janet Rynkiewicz We reported our findings to Halifax and within a matter of weeks had secured our client the sum of £26,700 in compensation.
Fred Hardman After we sent a detailed complaint to Halifax, Fred was delighted to receive £6,916 from the bank in a matter of weeks.
Stephen Montague Having investigated the complaint Lloyds TSB agreed that the advice was unsuitable and agreed to pay the clients £10,700.