Grosvenor is fully committed to providing a high-quality service to all our customers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.
If you have a complaint, please contact us with a full breakdown of the issue including all relevant details. This can be done in writing by letter or email or contacting the Grosvenor Customer Services by phone.
The details are as follows:
In writing by post:
Cobb House
2-4 Oyster Lane
Byfleet
West Byfleet
KT14 7DU
In writing by email: info@gcmi.co.uk
Phone: 0330 390 4555
(Phone lines are open between 09:00 and 17:00 Monday to Friday)
Our commitment to you
At Grosvenor each of our customers is important to us, and we believe you have the right to a fair, swift and courteous service at all times. You will be treated with courtesy and fairness at all times.
When we are in receipt of your complaint we will deal with it promptly, effectively and in a positive manner.
We strive to address and complete all complaints by the end of the following business day of it being submitted to us, however if we are unfortunately unable to do so due to the complexity of the complaint then the following procedure will apply.
Grosvenor Credit Management & Investigations Complaints Procedure
1) Once you have submitted your complaint we will endeavour to resolve your concerns within 3 business days, this will depend on the complexity of the concerns raised. If resolved within this time frame we will send you a Summary Resolution Communication detailing what you can do if you are unhappy with our response.
If we are unable to resolve your complaint within three business days we will send you a letter or email acknowledging receipt of the complaint within five business days enclosing a copy of this procedure.
2) Your complaint will be passed through to the relevant department for the Manager to look into and assess. We will then investigate your complaint and endeavour to send a final response to you within 4 weeks of receipt of your complaint. If we are unable to provide you with a final response within this time we will send you an update as to why we haven’t sent a final response and when you can expect a response.
3) We will endeavour to send a final response to you within 8 weeks of receipt of your complaint. If we are unable to provide you with a final response within this time frame, we will write to you in advance explaining why we will be unable to come to a conclusion and advise you when you can expect to receive a final response from the relevant department dealing with your complaint.
4) If more than 8 weeks from the date of your complaint has passed and you haven’t received a final response, or you are dissatisfied with the final response you have received (at any stage of the process) you can write to The Financial Ombudsman. If you want the Financial Ombudsman to consider your complaint, you must send your complaint to them within 6 months of the date of our final response.
In writing by post:
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Telephone: 0300 1239 123
In writing by email: complaintinfo@financial-ombudsman.org.uk
Information regarding the service can be found on the Financial Ombudsman website:
http://www.financial-ombudsman.org.uk/publications/consumer-leaflet.htm
Confidentiality
All complaints received will be dealt with confidentially and in accordance with the requirements of the Data Protection Act 2018.
Recording complaints
We log all complaints we receive so that we can assess the types of problems, how long we are taking to deal with them and the best way to rectify the situation. This also helps us to look at how we can improve our service. We will handle your information in line with data protection legislation.
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