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How to make a complaint
We are committed to providing the best possible service to our clients; this means delivering value to our clients and maintaining the highest standards of professionalism in the conduct of our business.
We are fully aware of the fact 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 required 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, this document sets out our internal complaints procedure.
- The Nature of 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. In the course of our investigations we will identify whether or not any complaint made meets the definition set out by the Financial Conduct Authority.
- Eligible Complainant
In order to be eligible to make a complaint you have to meet certain criteria. These criteria are that the complainant must be:
- A private individual, or
- A business with an annual turnover of less than £1,000,000 at the time of the complaint, or
- A charity with an annual income of less than £1,000,000 at the time of the complaint, or
- A trustee of a trust with net assets of less than £1,000,000 at the time of the complaint.
In addition to meeting one of the above criteria you must have been a customer of the company at the time the complaint arose and the complaint must arise out of matters relevant to your having been a customer of our company.
Complaints can be made by any reasonable means including letter, email, telephone or in person.
One of the first steps we will take when receiving a complaint is to identify whether a complainant is eligible. If we decide that the complainant is not eligible then we will write to that complainant accordingly and state our reasons for coming to that decision. We will review any response by that complainant to see whether or not the correct decision has been made. Upon receiving further information we will write to the complainant again saying whether or not they are eligible.
You will be unable to refer your complaint to the Financial Ombudsman Service (see section 6) unless you are an eligible complainant. Even if you are not eligible, we do encourage you to contact us regardless, as we will still attempt to resolve the matter for you in line with our complaints procedure.
- Availability of our Complaints Procedure
It is our duty to make sure that customers are aware of our complaints procedure.
You will have been made aware of this procedure either.
- at, or immediately after, the point of sale,
- at any time at your request
- upon receipt of a complaint.
- The Procedure
If you need to make a complaint, in the first instance, you should contact us either in writing to:
Customer Account Manager
GSI Insurance Services (Southern) Ltd
118 John Wilson Business Park, Harvey Drive
or, by telephone on 01227 773067;
or, by email to firstname.lastname@example.org and we will advise you how to proceed.
Where a complaint arises we will, wherever possible, endeavour to resolve the matter by no later than the close of business the third working day following receipt. If this is not possible, to enable us to remedy the situation in a speedy and efficient manner, we have a documented, formal complaints procedure, details of which are shown below.
We will acknowledge your complaint promptly, to reassure you that we will be dealing with the issue as a matter of urgency, giving you the details of who will be handling the matter in our office, and details of the service of the Financial Ombudsman Service, where this applies.
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 make a final response to you as soon as is practicable, and keep you reasonably informed as to progress. We anticipate that we will be able to provide a substantive response to most complaints within eight weeks.
- Final Response
By the end of the eight weeks from receipt of your complaint, we will issue you with our final response, or issue a response that gives the reasons for the delay and indicates when we will be able to give a final response. If you are dissatisfied with our response, or the delay at this time, you will have a period of Six months in which you can refer the matter to the Financial Ombudsman Service, whose details are shown below.
When we provide our final response letter, we will endeavour to ensure that we have taken into consideration any financial loses, or material inconvenience you may have suffered. If we do not feel that the complaint is justified, we will advise you of the reasons for our decision and we will also advise how you may pursue a complaint if you remain dissatisfied.
- The Financial Ombudsman Service (FOS)
The Financial Ombudsman Service provides consumers with a free, independent service for resolving disputes with financial firms.
The FOS Consumer Helpline is on 0800 023 4567 and their address is:
Financial Ombudsman Service
Exchange Tower, Harbour Exchange Square
London, E14 9SR