How to make a complaint
At GSI Insurance Services (Southern) Ltd we are committed to providing the best possible service to our clients; this means delivering value and maintaining the highest standards of professionalism in the conduct of our business.
We understand that the business environment in which we operate is constantly changing and whilst we make every effort to provide a first class service to all our customers, we accept that there are occasions when a client may feel that we have fallen short of the expected standards.
We encourage our clients to let us know when they consider that we have done a job well. Any praise for individual members of our team will form part of the evaluation of our procedures at management level.
We are always keen to hear suggestions or observations that our clients may wish to make which may enable us to improve or enhance the way we do business. Should you find yourself in the unfortunate position of having to make a complaint, the following procedure sets out how we will deal with it.
- If you need to make a complaint
These procedures cover any expression of dissatisfaction, whether oral or written, and whether justifiable or not, from or on behalf of an eligible complainant about the provision of, or failure to provide, a financial service.
It is our duty to ensure that you are aware of our complaints procedure at the start of your policy, at any time it is requested, or upon receipt of a complaint.
Our aim is to resolve complaints quickly and efficiently. We strive to make it as easy as possible for you to make a complaint. We will carry out a thorough investigation and provide you with a full account of our findings, whilst making sure the complaint has been handled fairly.
- How to make a complaint
For your convenience, complaints can be made by any reasonable means including by letter, email, telephone or in person. Please write to:
Complaints Manager
GSI Insurance Services (Southern) Ltd
118 John Wilson Business Park
Whitstable
Kent
CT5 3QT
Or email to: [email protected]
Or telephone: 01227 773067
Or feel free to visit our offices at the above address in person. Whichever method you choose, you will be dealt with by our experienced staff fully trained in complaint handling.
- How quickly will your complaint be dealt with?
Where a complaint arises we will endeavour to resolve the matter as quickly as possible.
Within 5 working days following the receipt of your complaint we will either respond with a full written reply or send an acknowledgement letter which will confirm who is dealing with your complaint, provide you with details of the Financial Ombudsman Service and when we will be in contact again.
In the event that your complaint relates to activities or services provided by another party, we will advise you of this in writing giving the reasons for our decision, and ensure that your complaint is promptly forwarded to the appropriate party, in writing.
We will aim to investigate your complaint fully and will make a final response to you as soon as is practicable. If your complaint is particularly complex and needs longer to be investigated, we will keep you informed of our progress.
In line with the deadlines set by the Financial Conduct Authority we will issue you with our final response within eight weeks, or issue you with a response that gives reasons for the delay.
- If you are dissatisfied with our response
If you are unhappy with outcome or the way we have handled your complaint, you can ask for it to be reviewed at a higher level. Furthermore, if you remain dissatisfied, you have a period of six months from the date of our final response to refer the matter to the Financial Ombudsman Service, details of which are below.
- The Financial Ombudsman Service
The Financial Ombudsman Service provides consumers with a free, independent service for resolving most disputes with financial firms. You can contact them at:
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Telephone: 0800 023 4567
Email : [email protected]
For further information about the Financial Ombudsman Service you can visit their website at www.financial-ombudsman.org.uk
Jan 2022
