If you complain, your complaint will be acknowledged within 2 working days of receipt and we aim to resolve complaints within 5 working days. Once an assessment and full investigation of your concerns has been made we will respond with a decision. Most of our customers’ concerns can be resolved quickly but occasionally more detailed enquiries are needed. If this is likely we will contact you with an update and give you an expected date of response. This will not be beyond 20 working days from when you first made your complaint. If you are dissatisfied with our final decision you can refer the matter to the Financial Ombudsman Service (FOS).
The FOS will only consider your complaint if you have given us the opportunity to resolve it and so please follow the steps below. If however we do not resolve your complaint within 40 working days the FOS will accept a direct referral. Whilst we are bound by the decision of the FOS you are not. Following the complaints procedure does not affect your right to take legal action.
Step 1: Provide full details of your complaint along with your policy number/claim reference in writing either by email to: firstname.lastname@example.org or by post to: Complaints, Guaranteed Conveyancing Solutions Ltd at GCS House, High Street, Heathfield, East Sussex TN21 8JD.
Step 2: If after making a complaint to us you are still unhappy and feel the matter has not been resolved to your satisfaction please contact the Financial Ombudsman Service, Exchange Tower, London, E14 9SR (Consumer Helpline Telephone numbers: 0800 023 4567 or 0300 123 9 123 or if outside the UK +44 207 964 0500) or visit their website at www.financial-ombudsman.org.uk for further information.