Campden Brook Limited — Client Complaints Procedure
Company Name: Campden Brook Limited
Registered Office Address: Linden House, 34 Crowhurst Mead, Godstone, RH9 8BF
Company Registration Number: 16664135
FCA Firm Reference Number (FRN): 1058815
Effective Date: August 2026
Document Reference: CP-CB-2026-V1
Our Commitment to You
At Campden Brook Limited, we are committed to providing an exceptional, transparent, and professional service to all our clients. We operate in full compliance with the FCA Consumer Duty, striving to deliver good outcomes at every stage of our relationship.
However, we recognise that occasionally things can go wrong. If you are dissatisfied with any aspect of our mortgage, protection, or advisory service, we want to hear from you so we can investigate, resolve the matter, and put things right promptly.
1. How to Register a Complaint
You can lodge a formal complaint with us free of charge via any of the following channels:
-
By Post / In Writing: The Complaints Department
Campden Brook Limited
Haydon House, Church Street
Chipping Campden, GL55 6JG -
By Telephone: 01386 303000
-
By Email: complaints@campdenbrook.co.uk or hello@campdenbrook.co.uk
Network Escalation Route:
Because Campden Brook Limited is an Appointed Representative of The Right Mortgage Limited, you may also register your complaint directly with our Principal Network’s Compliance Department:
-
In Writing: The Complaints Department, The Right Mortgage Limited, St John’s Court, 70 St John’s Close, Knowles, Solihull, B93 0NH.
-
Telephone: 01564 732744
2. Our Complaints Handling Process & SLAs
We handle all complaints in strict accordance with the FCA Dispute Resolution: Complaints sourcebook (DISP) rules.
Complaint Received
│
▼
Written Acknowledgment sent within 5 Business Days
│
▼
Impartial Investigation & Network Review
│
▼
Final Response Letter issued within 8 Weeks
│
▼
If Unresolved ➔ Refer to Financial Ombudsman Service (FOS)
Step 1: Prompt Written Acknowledgment (Within 5 Business Days)
Upon receiving your complaint, we will record it in our central register and issue a formal written acknowledgment within 5 business days. This acknowledgment will confirm who is investigating your complaint and provide a copy of this procedure.
Step 2: Investigation & Review
Your complaint will be investigated competently, diligently, and impartially by an experienced compliance specialist who was not directly involved in the subject matter of the complaint.
We will review your client file, adviser notes, suitability reports, call recordings, and lender/insurer correspondence. Where necessary, we will liaise with our Principal Network (The Right Mortgage Limited) to conduct a full technical review.
Step 3: Regular Updates
If our investigation is ongoing, we will keep you informed of our progress. If we require further information from you, we will contact you promptly.
Step 4: Final Response Letter (Within 8 Weeks)
In accordance with FCA DISP rules, we will send you a formal Final Response Letter as soon as our investigation is complete, and no later than 8 weeks from the date we received your complaint.
The Final Response Letter will:
-
Set out a clear summary of your complaint.
-
Detail the findings of our investigation.
-
Confirm whether we uphold, partially uphold, or reject your complaint.
-
Provide details of any offer of redress or remedial action (where applicable).
-
Explain your right to escalate the matter to the Financial Ombudsman Service (FOS) if you remain dissatisfied.
3. Referral to the Financial Ombudsman Service (FOS)
If you are not satisfied with our Final Response Letter, or if 8 weeks have elapsed since you first submitted your complaint and you have not received a Final Response, you have the right to refer your complaint to the Financial Ombudsman Service (FOS).
The Financial Ombudsman Service is an independent, free, and impartial statutory service set up by Parliament to resolve disputes between consumers and financial businesses.
FOS Contact Details:
-
Name: The Financial Ombudsman Service
-
Address: Exchange Tower, Harbour Exchange Square, London, E14 9SR
-
Freephone Telephone: 0800 023 4567 or 0300 123 9123
-
Website: www.financial-ombudsman.org.uk
Time Limits for FOS Referral:
You must refer your complaint to the Financial Ombudsman Service within 6 months of the date printed on our Final Response Letter.
Referring your complaint to the Ombudsman does not affect your legal rights to take court proceedings.
4. Mandatory Site-Wide Footer Disclosure
The following regulatory text block must appear at the bottom of every web page on www.campdenbrook.co.uk:
Campden Brook is a trading name of Campden Brook Limited. Campden Brook Limited
is an Appointed Representative of The Right Mortgage Limited, which is authorised
and regulated by the Financial Conduct Authority (FCA FRN: 649443).
Campden Brook Limited is registered in England and Wales. Company Registration
Number: 16664135. Registered Office: Haydon House, Church Street, Chipping
Campden, GL55 6JG. FCA Firm Reference Number: 1058815.
Your home or property may be repossessed if you do not keep up repayments on
your mortgage or any other debt secured on it.
The guidance and/or advice contained within this website is subject to the UK
regulatory regime and is therefore targeted exclusively at consumers based in the UK.