COMPLAINT HANDLING PROCEDURE

Our Complaints Procedure

GMG Asset Valuation Ltd is committed to providing high quality advice and services. We recognise however, that there may be instances where we get things wrong or make mistakes. To deal with this, we have a complaint procedure.

We Will Deal With Your Complaint

We will not ignore a complaint. In fact, it may help us to see where our services or procedures might be improved. If you feel we have made a mistake or undertaken something which you found unsatisfactory or unacceptable, do let us know, even if you do not think your particular concern amounts to a “complaint”.

Objectives
  • To deliver a consistent, high quality and accountable response to complaints across GMG Asset Valuation Ltd.
  • This quality procedure is in line with the overall Customer Service Strategy and industry “best practice”.

How To Complain

Where your complaint is initially made orally, you will be required to send a written summary of your complaint to the person dealing with it.

Once we have received that written summary, we will contact you in writing within 7 days to inform you of our understanding of the circumstances leading to your complaint. You will be invited to make any further comments that you may have in relation to this.

Within 21 days of receipt of your written summary, Mark Grier, or another senior executive, will write to you informing you of the outcome of the investigations into your complaint and let you know what actions have been or will be taken.

If you are dissatisfied with our handling of your complaint, you may contact the Ombudsman at:

The Financial Ombudsman Services (FOS)

Exchange Tower

London

E14 9SR

Tel: 0800 0234 567

Their guidance suggests that you allow up to 8 weeks for us to resolve the problem but if after that time you are still unhappy with the way the complaint is being dealt with, you can pass it to the FOS.

The Directors are responsible for reviewing and updating this policy on an annual basis.