Complaints Procedure

Our commitment

At Castlefield, we take care to provide the highest standards of service. If we fall short of these high standards, we would like to hear from you. That way, we can make the relevant enquiries, endeavour to put things right and it will give us the opportunity to improve the service we provide to all our clients.


What to do if you have a complaint

Usually, things can be put right by your Client Manager, therefore in the first instance, please get in touch with your main contact at Castlefield by email, telephone or letter.

Alternatively, you can contact our Compliance Officer in the following ways:

In writing:

8th Floor
111 Piccadilly
M1 2HY

Phone: 0161 233 4890



When you contact us to make a complaint, please make sure you provide us with the following information:

  • Your full name, address, reference number, telephone number and a convenient time to contact you, should you wish to discuss the matter.

  • A full description of your complaint and how you would like us to resolve your complaint.

  • Copies of any relevant documentation you wish us to consider as part of the complaint review.


On receipt of your complaint, we will undertake an independent review and provide you with a written response as soon as we have concluded our review. For further details on how we will handle your compliant, please click on the link below:



We aim to resolve your complaint to your satisfaction. For regulated complaints, if we have been unable to resolve your complaints within eight weeks of receiving it, or should you be unhappy with the final response, you can refer your complaint to the Financial Ombudsman Service (FOS) in the following ways:

The Financial Ombudsman Service
Exchange Tower
E14 9SR



Phone: 0800 023 4567


Data Protection complaints may fall under the jurisdiction of the Information Commissioners Office. We will confirm details when acknowledging your complaint.