Complaints Policy
Kerr & Watson Limited is committed to providing a high standard of service. However, if something goes wrong or you are dissatisfied with the service you have received, we want to know so that we can investigate the matter and, where appropriate, put things right.
We take complaints seriously and use feedback to help improve the service we provide.
How to Make a Complaint
You can make a complaint by telephone, email or in writing.
Complaints Officer
Kerr & Watson Limited
Pembroke House
8 St. Christophers Place
Farnborough
Hampshire
GU14 0NH
Telephone: 01252 224620
Email: info@kerrandwatson.co.uk
Please provide as much information as you reasonably can about your complaint, including what happened and how you would like us to resolve the matter.
What Will Happen After We Receive Your Complaint?
We will review your complaint fairly, thoroughly and as quickly as possible.
Complaints Resolved Within Three Business Days
If we are able to resolve your complaint to your satisfaction by the close of the third business day following the day we receive it, we will promptly send you a Summary Resolution Communication.
This will:
- confirm that you made a complaint;
- confirm that we consider the complaint to have been resolved;
- explain that you may still be able to refer the matter to the Financial Ombudsman Service if you later remain dissatisfied; and
- provide information about the Financial Ombudsman Service.
Complaints Not Resolved Within Three Business Days
If we are unable to resolve your complaint by the close of the third business day, we will acknowledge your complaint promptly and investigate the matter in accordance with our complaints procedure.
We will let you know who is dealing with your complaint and will keep you informed of progress where appropriate.
We may need to contact you for further information to help us understand and investigate the matter fully.
Our Final Response
We aim to resolve complaints as quickly as possible.
We will normally send you our final response within eight weeks of receiving your complaint.
Our final response will explain:
- the outcome of our investigation;
- whether we accept or reject your complaint;
- any remedial action or redress we consider appropriate; and
- where applicable, your right to refer your complaint to the Financial Ombudsman Service.
If we are unable to provide a final response within eight weeks, we will write to you explaining:
- why we have not yet been able to resolve your complaint;
- the reasons for the delay; and
- your right, where applicable, to refer the matter to the Financial Ombudsman Service.
What If You Are Dissatisfied With Our Response?
If you are dissatisfied with our final response, or if we have not provided a final response within eight weeks, you may be able to refer your complaint to the Financial Ombudsman Service.
The Financial Ombudsman Service is a free and independent service for resolving disputes between eligible customers and financial businesses.
You can contact them using the following details:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Telephone: 0800 023 4567
You can also submit a complaint using the online complaint form available on the Financial Ombudsman Service website.
Time Limit for Referring a Complaint to the Financial Ombudsman Service
If you wish to refer a complaint to the Financial Ombudsman Service following our final response, you will normally need to do so within six months of the date of our final response.
Our final response will explain the applicable time limit and your rights to refer the complaint.
Buy-to-Let and Other Complaints
Not every complaint will necessarily fall within the jurisdiction of the Financial Ombudsman Service.
For example, most advice or broking relating to standard buy-to-let mortgages is not a regulated mortgage activity. However, some buy-to-let complaints can fall within the Financial Ombudsman Service’s jurisdiction, including certain Consumer Buy-to-Let cases or circumstances where the buy-to-let advice formed part of a wider regulated transaction.
Where we believe your complaint may fall outside the Financial Ombudsman Service’s jurisdiction, we will explain this in our response.
The Financial Ombudsman Service ultimately decides whether it is able to consider a particular complaint.
Our Commitment to You
We will handle complaints fairly, impartially and in accordance with our regulatory obligations.
Making a complaint will not affect the way we deal with any ongoing enquiry or service, and there is no charge for using our complaints process.
Last updated: 5 October 2026