Customer Complaints Procedure

At Orchard Financial Solutions Ltd t/a Orchard Mortgage Solutions; Capital Advice; and Pyxis Capital, we aim to provide exceptional service at every stage. However, we understand that occasionally things may not go as planned. In such cases, we have a clear and structured Complaints Procedure to put things right as swiftly as possible.

This document outlines our approach to handling complaints, which is designed to ensure all concerns are managed professionally, fairly, efficiently, and in a timely manner.

Our promise to you…

We are committed to resolving your complaint quickly and aim to meet the following timescales:

• Within 3 Business Days – If your complaint is resolved by the end of the third working day after receipt, we’ll confirm this in writing with a Summary Resolution Communication.
• Within 5 Business Days – If more time is needed, we’ll send you a written acknowledgment within five working days. This will confirm we’ve received your complaint, outline our understanding of it, and name the person responsible for handling the matter.
• After 4 Weeks – If the complaint is still ongoing, we’ll contact you with either a Final Response Letter (see below) or an update explaining why we need more time to reach a conclusion.
• After 8 Weeks – If we’re still unable to fully respond within eight weeks, we’ll provide another update explaining the reasons for the delay and when you can expect a final response.

Please Note: A business day is Monday to Friday between 9am and 5pm, excluding public holidays. If your complaint is submitted outside these hours or on a non-working day, we’ll treat it as received on the next business day.

The individual managing your complaint will have the appropriate knowledge, authority, and experience to provide a full response. Our team receives comprehensive training, and we follow a thorough complaints procedure to ensure fair treatment throughout.

We also make sure our communications are clear and easy to understand. Depending on the outcome, you will receive one of the following:

• Summary Resolution Communication – If we can resolve your complaint within three business days, we’ll send this to confirm the issue has been addressed and to advise on how to escalate the matter if you’re still not satisfied.
• Final Response Letter – Once our investigation is complete, we’ll send a detailed letter explaining the issue, our findings, and the final outcome. We will clearly state whether your complaint has been upheld or not upheld, and provide an explanation. If compensation or redress is offered, we’ll include a breakdown of how it was calculated.

If you are still unhappy after receiving our Final Response or Summary Resolution Communication, or if we have not issued one within 8 weeks, you may be entitled to contact the Financial Ombudsman Service, which provides an independent and free dispute resolution service.

You must do so within 6 months of the date of our final communication. If you miss this deadline, the Ombudsman may not be able to consider your complaint unless there are exceptional reasons for the delay.

We will include full contact details for the Financial Ombudsman Service along with all final correspondence, as well as a leaflet explaining how they operate. Alternatively, you can reach them directly:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR
📞 0300 123 9123
🌐 www.financial-ombudsman.org.uk

What we ask of you…

To help us reach a resolution quickly and fairly, we kindly ask that you:

• Tell us your story – Please explain the issue clearly and provide any relevant information or documentation. You can do this by post, email, phone, or any other preferred method.
• Suggest a solution – If you have an idea of how you would like the issue to be resolved, let us know. While we can’t guarantee your suggested outcome, we will consider it and explain if it’s not possible, offering alternatives where we can.
• Reply promptly – We may need more details or clarification along the way. When we do, we’d appreciate it if you could respond as quickly as possible. If a delay is unavoidable, just let us know.
• Treat our team with respect – We understand complaints can be stressful. Our staff are here to help and are doing their best to assist. We kindly ask you to treat them with courtesy while they work on your behalf.

How to Make a Complaint

If you’d like to make a complaint, you can contact Orchard Financial Solutions Ltd Complaints Team using any of the methods below:

By Post:
CBTC
East Terrace
Euxton Lane
Chorley
PR7 6TE

📞 Call 01257 543013
📧 Email: compliance@orchardfinancialsolutions.co.uk
📨 Or use our contact form

Updated 4th August 2025