Complaints Procedure
Capital Advice is a trading style of Orchard Financial Solutions Ltd. The complaints procedure published by Orchard Financial Solutions Ltd expressly covers Capital Advice. If you are dissatisfied with any aspect of the service you have received through Capital Advice, please contact the Orchard Financial Solutions Ltd Complaints Team so the matter can be reviewed and addressed.
Last updated: 10 August 2026
Who Handles the Complaint?
Capital Advice is a trading style of Orchard Financial Solutions Ltd.
Complaints relating to services provided through Capital Advice are handled by the Orchard Financial Solutions Ltd Complaints Team under Orchard Financial Solutions Ltd’s published Complaints Procedure.
Financial Services Register number: 623905
How to Make a Complaint
To make a complaint, contact the Orchard Financial Solutions Ltd Complaints Team by email, telephone or in writing. Please provide enough information for the matter to be identified and investigated.
Send your complaint to the Orchard Financial Solutions Ltd Complaints Team at compliance@orchardfinancialsolutions.co.uk.
General Capital Advice EmailTelephone
Call the Orchard Financial Solutions Ltd Complaints Team on 01257 543013 and explain that you would like to raise a complaint.
Call 01257 543013In Writing
Orchard Financial Solutions Ltd Complaints Team
CBTC
East Terrace, Euxton Lane
Chorley, PR7 6TE
What to Include in Your Complaint
You Do Not Need Special Wording
You do not need to use a particular form or legal terminology. Explain what happened, why you are dissatisfied and provide any information that may help the complaint be reviewed.
How Your Complaint Will Be Handled
Within 3 Business Days
If your complaint is resolved by the end of the third business day after receipt, you will receive a written Summary Resolution Communication confirming the resolution and relevant escalation information.
Within 5 Business Days
If more time is needed, you will receive a written acknowledgement within five business days confirming receipt, the understanding of your complaint and who is responsible for handling it.
After 4 Weeks
If the complaint is still ongoing, you will receive either a Final Response Letter or an update explaining why more time is needed to reach a conclusion.
After 8 Weeks
If a full response has still not been provided, you will receive an update explaining the reason for the delay, when a final response is expected and the relevant Financial Ombudsman Service rights.
Complaint Response Times
If a complaint is resolved by the end of the third business day after receipt, Orchard Financial Solutions Ltd will confirm this in writing with a Summary Resolution Communication.
If more time is required, written acknowledgement will be provided within five business days. If the complaint remains ongoing after four weeks, you will receive either a Final Response Letter or an update. If a full response has still not been provided after eight weeks, you will receive an update explaining the delay, when a final response is expected and the relevant referral rights.
Why Timescales Can Differ
For this complaints procedure, a business day is Monday to Friday between 9am and 5pm, excluding public holidays. A complaint submitted outside these hours or on a non-working day is treated as received on the next business day.
Financial Ombudsman Service
If you are not satisfied with the final response, or if the applicable response period has passed without a final response, you may be able to refer an eligible complaint to the Financial Ombudsman Service.
For most eligible complaints, a referral to the Financial Ombudsman Service normally needs to be made within six months of the date of the business’s final response. The final response should explain the applicable referral rights and time limit.
Eligibility Matters
The Financial Ombudsman Service can only consider complaints that fall within its jurisdiction and meet its eligibility and time-limit rules. Its website explains who can complain and the types of financial complaint it can consider.
Regulatory Information
Capital Advice is a trading style of Orchard Financial Solutions Ltd, which is authorised and regulated by the Financial Conduct Authority. The Financial Services Register number is 623905.
Orchard Financial Solutions Ltd is a brokerage and not a lender. The FCA does not regulate some investment mortgage contracts.
Important Mortgage Information
Your property may be repossessed if you do not keep up repayments on a mortgage or any debt secured on it.
Need to Raise a Complaint?
Use the Orchard Financial Solutions Ltd Complaints Team contact details above and explain what has happened so the matter can be reviewed.