Complaints Procedure

How to Make a Complaint

Complaints may be made in writing, by e-mail to complaints@gladstonebrookes.co.uk, or in any other form in respect of a service that we have provided to you.

In regards to complaints about all services (pre and post regulation), steps 1-3 apply:

  • We aim to resolve any expression of dissatisfaction as soon as possible, where this is in done within 3 business days, we will not usually confirm acknowledgement of the compliant in writing.
  • If it takes us longer than 3 business days to resolve a complaint, we will send the complainant a written or electronic acknowledgement of a complaint within five business days of receipt, identifying the person who will be handling the complaint for the business. Wherever possible, that person will not have been directly involved in the matter which is the subject of the complaint, and will have authority to settle the complaint.
  • Within four weeks of receiving a complaint, we will send the complainant either:
    • a final response adequately addressing the complaint; or
    • a holding response, which explains why we are not yet in a position to resolve the complaint and indicates when we will make further contact with them.

In regards to complaints relating to issues regarding services supplied Pre- 25th June 4a applies:

4.a Within eight weeks of receiving a complaint we will send them either:

  • 1. a final response adequately addressing the complaint and outlining their right to appeal with the Claims Management Ombudsman (CMO); or
  • 2. a response which:
  • i. explains why we are still not in a position to make a final response, giving reasons for the further delay and indicating when we expect to be able to provide a final response; and
  • ii. informs them that they may refer the handling of the complaint to the Claims Management Ombudsman (CMO) if they are dissatisfied with the delay.
  • 3. Where we decide that redress is appropriate, we will provide them with fair compensation for any acts or omissions for which we are responsible and will comply with any offer of redress that they accept. Appropriate redress will not always involve financial redress, but could involve an apology or another suitable form of redress.
  • 4. The Claims Management Ombudsman (CMO) can investigate complaints up to six years from the date of the problem happening or within three years of when the complainant found out about the problem. If they wish to refer their complaint to the Claims Management Ombudsman this must be done within six months of our final response to their complaint.
  • 5. If they are not satisfied with our response, or if a complaint is not resolved after eight weeks, they may refer the complaint to:

Claims Management Ombudsman
Exchange Tower
London
E14 9SR
Tel: 0800 023 4567
Web: https://cmc.financial-ombudsman.org.uk/
N.B. Please note complainants have 6 months from the date of our final decision to approach the Claims Management Ombudsman. We do not give consent for the CMO to review complaints after the six months have passed.

Appeals

If you are not satisfied with our decision regarding a complaint about us and you have allowed us the relevant timeframes to respond to you, you can appeal this with the Claims Management Ombudsman (CMO) at:

Claims Management Ombudsman Exchange Tower London E14 9SR Tel: 0800 023 4567 Web: https://cmc.financial-ombudsman.org.uk/

The Claims Management Ombudsman (CMO) jurisdiction- Timeframes
6 years If the issue happened over 6 years ago the CMO may not be able to review the matter further
3 years If you were first aware of the issue that you are complaining about in excess of 3 years the CMO may not be able to review the matter further
6 Months If you have complained to us and we have provided you with decision advising of your rights to appeal with the CMO over 6 months ago, the CMO may not be able to review the matter further

In regards to Complaints relating to issues regarding services on or after 25th June 202, 4.b applies.

4.bWithin eight weeks of receiving a complaint we will issue either:

  • 1. a final response adequately addressing the complaint); or
  • 2. a response which explains why we are still not in a position to make a final response, giving reasons for any further delay and indicating when we expect to be able to provide a final response
  • 3. Where we decide that redress is appropriate, we will provide you with fair compensation for any acts or omissions for which we are responsible and will comply with any offer of redress that you accept. Appropriate redress will not always involve financial redress but could involve an apology or another suitable form of redress.
  • 4. GB will also advise you that: If you are unhappy with our response, you can escalate this to our Complaints Manager who will review any Final response.
  • 5. Any complaint defended by the Complaints Manager shall contain a clear and concise explanation of why the complaint has been defended and explain that as the complaint is regarding a service that commenced post regulation, the matter the complaint falls outside of jurisdiction of The Claims Management Ombudsman (CMO, and therefore, the response of the Complaints Manager is our final response on this matter”