Complaints Procedure

  1. Complaints can be made in the following way:
  • In writing
  • Email to info@gpiclaims.co.uk
  • By telephone
  1. Within 5 working days of receiving your complaint we will sent you a letter acknowledging that we have received the complaint and the relevant contact details of the person dealing with the complaint.
  1. Within four weeks of receiving a complaint, we will send you either:

a) a final response adequately addressing the complaint; or
b) 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 you.

  1. Within eight weeks of receiving a complaint we will send you either:

a) a final response adequately addressing the complaint; or
b) 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 you that you may refer the handling of the complaint to the Financial Ombudsman Service if you are dissatisfied with the delay.

  1. 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.
  1. If you are not satisfied with our decision, or if a complaint is not resolved after eight weeks, you may refer the complaint to the Financial

Ombudsman Service within 6 months of the date of our Final response letter. If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.

Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Tel: 0300 555 0333

Further information can be found on their website: www.financial-ombudsman.org.uk