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Complaints Procedure

How to Make a Complaint

1. Complaints may be made in writing, by e-mail, by telephone or in any other form in respect of a claims management service that we have provided and that is regulated under the Compensation Act 2006. Our contact details are as follows:

Address: Goodwin Barrett Ltd, Mikar Business Park, Northolt Drive, Bolton, BL3 6NJ

Telephone: 01204 471280

Email: enquiries@goodwinbarrett.co.uk

2. We will send you a written or electronic acknowledgement of a complaint within five business days of receipt, identifying the person who will be handling the complaint for the business. Wherever possible, that person will not have been directly involved in the matter which is the subject of the complaint, and will have authority to settle the complaint.

3. Within four weeks of receiving a complaint, we will send you either:

a) a final response adequately addressing the complaint; or
b) a holding response, which explains why we are not yet in a position to resolve the complaint and indicates when we will make further contact with you.

4. Within eight weeks of receiving a complaint we will send you either:

a) a final response adequately addressing the complaint; or
b) a response which:
i) explains why we are still not in a position to make a final response, giving reasons for the further delay and indicating when we expect to be able to provide a final response; and
ii) informs you that you may refer the handling of the complaint to the Legal Ombudsman if you are dissatisfied with the delay.

5. Where we decide that redress is appropriate, we will provide you with fair compensation for any acts or omissions for which we are responsible and will comply with any offer of redress that you accept. Appropriate redress will not always involve financial redress, but could involve an apology or another suitable form of redress.

6. We reserve the right to decline to consider a complaint that is made more than six months after you became aware of the cause of the complaint. There may be instances where we will waive this requirement at our discretion. We will confirm to you in writing if a complaint has been made outside the time limit that we are prepared to consider.

7. If you are not satisfied with our response, or if a complaint is not resolved after eight weeks, you may refer the complaint to -

Legal Ombudsman
PO Box 6806,
Wolverhampton
WV1 9WJ

enquiries@legalombudsman.org.uk

Tel: 0300 555 0333

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William Thornley

from Bolton
received
£21,400
compensation from Halifax

Alan Burke

from Bolton
received
£34,800
compensation from Santander

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  • No upfront fees. *
  • Your own dedicated claims expert.
  • Claims settled within 6 weeks on average. **
  • Over £80 million reclaimed for clients. ***
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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.