Complaints Procedure
Last updated: 8 October 2026
Complaints Procedure
Last updated: 8 October 2026
At Farrow & Brown, we are committed to providing a professional, transparent and high-quality service.
We take complaints seriously and aim to resolve any concerns fairly, consistently and as promptly as possible.
If you are unhappy with any aspect of our service, we encourage you to contact us so that we can investigate your concerns and, where appropriate, put things right.
1. How to Make a Complaint
You can make a complaint to us free of charge.
You can contact us by:
Email: jamie@farrowandbrown.co.uk
Telephone: 07464 606562
You can also write to us at:
Farrow and Brown Limited
16 Blyth Court
Tattenhoe
Milton Keynes
MK4 3EE
England
You do not need to use any particular wording or format to make a complaint.
When making a complaint, it is helpful if you provide:
Your name and contact details
Details of what you are unhappy about
The relevant dates or events
Any relevant correspondence or supporting information
Details of how you believe the matter could be resolved
If you need assistance making a complaint, please let us know and we will do our best to help.
2. What Happens After We Receive Your Complaint
We will acknowledge your complaint and investigate it fairly and thoroughly.
We may contact you for additional information if we need it to understand the circumstances fully.
Our aim is to resolve complaints as quickly as reasonably possible while ensuring that we properly consider all relevant information.
Where a complaint cannot be resolved within the applicable time period, we will explain the reasons for the delay and provide an update on when we expect to provide our final response.
3. Our Final Response
For most complaints, we will provide our final response within 8 weeks of receiving the complaint.
Our final response will explain:
The outcome of our investigation
The reasons for our decision
Any remedial action or redress offered, where appropriate
What you can do if you remain dissatisfied
The Financial Conduct Authority's complaint-handling rules require firms to provide a final response within the applicable regulatory time limit.
5. Business Customers
As Farrow & Brown provides commercial and business finance brokerage services, some complaints may be made by businesses rather than individual consumers.
The Financial Ombudsman Service may be able to consider complaints from eligible small businesses and other qualifying organisations, subject to its rules and eligibility criteria.
If you are unsure whether you are eligible to refer your complaint to the Financial Ombudsman Service, you should contact them directly.
6. Complaints About a Lender or Finance Provider
If your complaint relates specifically to a lender, bank or finance provider rather than the service provided by Farrow & Brown, you may need to complain directly to that organisation.
Where appropriate, we will assist in identifying the relevant organisation and explaining the appropriate complaints process.
7. Our Regulatory Status
Farrow and Brown Limited (FRN: 1062319) is an Appointed Representative of White Rose Finance Group Limited (FRN: 630772), which is authorised and regulated by the Financial Conduct Authority.
We are committed to handling complaints in accordance with the applicable regulatory requirements.
8. Contact Details
Farrow and Brown Limited
16 Blyth Court
Tattenhoe
Milton Keynes
MK4 3EE
England
Email: jamie@farrowandbrown.co.uk
Telephone: 07464 606562
Company Number: 17351818
FCA FRN: 1062319
Within eight weeks of receiving your complaint, we will send you a full written response. This will include our findings and, if appropriate, our proposal for resolution. If we are unable to resolve the matter within this timeframe, we will write to you explaining why and advising you of your further options.
4. Financial Ombudsman Service
If you are not satisfied with our final response, or if we have not resolved your complaint within eight weeks, you may have the right to refer your complaint to the Financial Ombudsman Service (FOS). You must do this within six months of our final response. The FOS is a free, independent service that looks at complaints between financial businesses and their customers.