Goldmann and Sons PLC – Complaints Procedure
We regard any expression of dissatisfaction from or on behalf of any client to be a complaint irrespective of whether it is made orally or in writing or whether it is justified or not.
We will provide a copy of this procedure to any client who makes a complaint or to any client who requests it.
On receipt of a complaint from any source we will pass the details to our Principal Organisation, GetMeFinance Limited for the attention of Myles Cunliffe, Compliance Officer for acknowledging and further investigation.
We regard a complaint as: –
a) An expression of dissatisfaction from an eligible complainant.
b) Relating to a regulated activity.
c) A client who has or may suffer financial loss material distress or significant inconvenience.
d) A matter that could not be resolved by an apology on the day following notification.
All complaints are treated and recorded in the same way.
We acknowledge all complaints fairly and promptly within 5 working days from receipt. If we receive an oral complaint we will refer in our letter of acknowledgement to the matter complained of, and detail our understanding of this for you the client/s to confirm the accuracy of this. This letter may contain our offer to settle where appropriate.
If your complaint relates to a product that this firm arranged for you, but the matter is the responsibility of the product provider rather than our firm, we will refer the matter to the product provider fairly and promptly within 5 working days from receipt and write to you to confirm this, together with contact details for the provider concerned.
Where it is not possible to extend an offer to settle and the matter is subject to further investigation then we will: –
1) Keep you reasonably informed.
2) Where we are not able to make an offer to settle and further investigation is necessary, we will give you a full explanation.
Our nominated complaints investigation officer (CIO) will review the details surrounding the matter complained about and will examine the file and any other relevant information. If the complaint is in respect of business arranged by our complaints officer, then another senior employee will investigate.
Once the investigation is completed then our CIO will write to you with his appraisal of the matter, our final decision and the nature and terms of any settlement, if applicable. If we decide an offer of redress is appropriate, any compensation we offer will be a fair offer taking all the facts into account.
If we are not in a position to make an offer to settle within 8 weeks following your initial complaint, we will write again: –
1) Setting out why the matter is still unresolved.
2) Giving you a full summary of our investigation to date and explaining why we have not been able to conclude the matter.
3) Advising you that you may now be able to take the matter to the Ombudsman (address will be provided) and;
4) Enclosing a leaflet explaining how to take the complaint to the Ombudsman.
If you are advised that we have concluded the matter and you are not satisfied with our final response, you may be able to take the complaint to the Financial Ombudsman Service (FOS).
If we write to you and you do not respond within 8 weeks to our “settlement letter” we will treat the matter as closed.
Be assured that we treat all complaints very seriously and we will conduct a full review and conclude all matters to the mutual satisfaction of the parties as quickly as possible maintaining appropriate records at all times.
Goldmann and Sons PLC, registered in England and Wales, company number 09702719, registered office address Queens Court, 24 Queen Street, Manchester, M2 5HX operates as an Appointed Representative of GetMeFinance Limited with FCA FRN: 661934.
GetMeFinance Limited is authorised and regulated by the Financial Conduct Authority (FCA). The FCA registered number for GetMeFinance Limited is 661934 and can be found at https://register.fca.org.uk/.
GetMeFinance Limited is registered in England and Wales, company number 7140831, registered office address is: 64 Briercliffe Road, Burnley, Lancashire, BB10 1UX.
The information and or guidance contained within this website is subject to the UK regulatory regime and is therefore primarily targeted to customers within the UK.
Should you have cause to complain, and you are not satisfied with our response to your complaint, you may be able to refer it to the Financial Ombudsman Service, which can be contacted as follows:
The Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Tel: 0800 023 4567 or 0300 123 9123