Complaints Procedure

We are committed to providing a quality service to of all our clients. If you believe something has gone wrong or have reason to complain, we have a procedure to assist the completion and early resolution of the problem. Our aim is to uphold the quality standards we have set ourselves and to improve upon them by learning from mistakes and listening to our clients’ feedback. This will help us to improve our standards and work towards our aim of providing the best customer service in the industry.

The Procedure

For a full overview of the complaints procedures in each of the One Advice Group’s companies, visit the following pages:

Harrington Brooks: 


What happens once I have complained?

We aim to resolve your complaint as quickly as possible.

If you have not received our response to your complaint within 8 weeks from the date of receipt, or if you are not satisfied with our response, you can ask the Legal or Financial Ombudsman to consider your complaint.

Ombudsman services were set up by parliament, and are free to consumers. They act as an impartial decision-maker between businesses and consumers in the event that a complaint cannot be resolved to a satisfactory level within eight weeks.

You can write to the Legal Ombudsman at:

PO Box 6806,

Or telephone on:
0300 555 0333

Or via the website at:

For the Financial Ombudsman, you can write to:

The Financial Ombudsman Service
Exchange Tower
E14 9SR

Or telephone on:
0300 123 9 123

Or via the website at:

Normally you will need to bring a complaint to the Legal or Financial Ombudsman within 6 months of receiving a final written response from us about your complaint, or within a year of the act or omission about which you are complaining, occurring (or you becoming aware of it). For further information you should contact the Legal Ombudsman on or refer to or