Charity Insurance | Social Enterprises | Voluntary Organisations | Community Groups

At Ladbrook, service, expertise and accuracy are essential elements our customers should experience.

We work almost exclusively in the third sector and we know that high standards are needed to ensure we are providing the best support possible to all of our customers.

If something has gone wrong or if you are dissatisfied in any way with us, we want to hear about it straight away so that we can immediately focus on putting it right.  Below are details on how you can go about making a complaint to us, we hope you never need them.


Marie Hallowes

Operations Director

The easiest way to make a complaint is to call us.  Contact our Operations Director, Marie Hallowes, who will try to solve your issue fairly but swiftly.  If you prefer, you can email Marie instead.

We will write and acknowledge your complaint and provide you with a direct point of contact which we investigate what went wrong.

In the highly unlikely event that we are unable to resolve your complaint within eight weeks, we will write to you with a final response which will most likely explain our investigation and confirm our decision or provide a timescale for completing our investigations.

The Financial Ombudsman Service

When mistakes have occurred, we have always been able to put things right quickly. Consequently, we have never had a customer who felt they needed the services of the Financial Ombudsman Service.

However, if you are not happy with the final outcome we provide, or if we do not provide the response as detailed above within 8 weeks, you can refer your complaint to the FOS.

Referrals to the Ombudsman must be made within 6 months of the final response letter we issue. The address for the FOS is:

The Financial Ombudsman Service
Exchange Tower
London E14 9SR

Telephone: 0300 123 9123