Complaints
How we handle complaints
Last updated April 01, 2022
Introduction
These service standards do not apply where we have been able to resolve your complaint within 3 business days of its receipt.
How you make a complaint
It is our intention to provide a high level of service at all times. However if you have reason to make a complaint about our service you should contact us immediately.
If your complaint is in respect of Suited services, please make your complaint by:
Telephone: 0117 927 5355 (hours of operation are 8.30am-5.30pm, Mondays to Fridays excluding bank holidays. For our mutual protection and training purposes, calls may be recorded)
Email: suited@gaig.com
Post: Customer Complaints Manager at Suited c/o Great American Europe Ltd, 32 Queen Square, Bristol BS1 4ND
If your complaint is in respect to Business Legal Protect policy, please refer to your policy wording.
How will you deal with my complaint?
Whether or not your complaint is entitled to be referred to the FOS, we take and treat all complaints seriously and deal with them in a fair manner.
We aim to acknowledge receipt of your complaint within 1 business day but it may take up to 5 days depending on how you’ve notified us of your complaint.
If we are able to complete our investigation of your complaint and resolve it within 3 business days, we will send you a summary resolution communication with the required details within 5 days of receipt of your complaint.
If we need more time, we will send you an acknowledgement notification within 5 working days of the complaint receipt and keep you updated on progress. We will respond to your complaint with our findings and outcome within 8 weeks of receipt of your complaint.
If you are still unhappy
If you’re not satisfied with how we’ve dealt with your complaint, you can request that the FOS review your complaint. Either write, call or email the FOS at:
- Post: The Financial Ombudsman Service Exchange Tower, London, E14 9SR
- Phone: 08000 234 567 or 0300 123 9123
- Email: complaint.info@financial-ombudsman.org.uk
- Website: www.financial-ombudsman.org.uk