Call us: 01732 848088

Complaints Policy relating to Finance

Complaints Manager contact details

Name: Raie Bloor (Mrs)

Telephone: 01732 848088

Address: Unit 6, Ballard Business Park, Cuxton Road, Strood, Kent ME2 2NY

E-mail: info@fgc.co.uk

Our Procedures

Any complaint verbal or written will be referred to our complaints manager at the earliest opportunity or to a member of the senior management if the complaints manager is unavailable. We will also

  • acknowledge the complaint in writing promptly
  • give details in our acknowledgement letter of the Financial Ombudsman Service
  • make contact to seek clarification on any points where necessary
  • fully investigate the complaint
  • keep you informed of our progress
  • discuss with you our findings and proposed response

You will receive contact from us advising on progress if we cannot respond immediately. We will let you have our final response as soon as possible and not later than eight weeks.

We will be the first contact if you have any complaints. However, you can also refer your complaints to the Financial Ombudsman Service if:

  • you have already received our final response. The complaint must be referred to the Financial Ombudsman Service no later than 6 months after the date on which we sent you the final response; or
  • eight weeks have lapsed since we received your complaint. However, the complaint will not be considered by the Financial Ombudsman Service if it is referred more than 6 years after the event complained of or more than 3 years from the date on which you should have reasonably become aware that you had cause for complaint.

Adviser or Provider

Clients often express dissatisfaction to their adviser about the product provider. We will need to establish whether or not your complaint relates to the advice given, the adviser service or the service or performance of the product provider. If unclear, this must not delay investigation and we will proceed with our own investigation. The complaints manager will review this matter and take the complaint to the provider if appropriate in consultation with you.

Investigation

The complaints manager will establish the nature and scope of your complaint having due regards to the Financial Conduct Authority’s direction:

  • Deal with complaints promptly and fairly
  • Give complainants clear replies and, where appropriate, fair redress

Eligible Complainants

It is the firm’s policy to treat all complainants the same, however, eligible complainants are legally defined and have additional rights in law that we must acknowledge and adhere to.

Eligible complainants are those who have a potential claim against a firm based whereby it believes he/she has suffered a financial loss due to poor advice or service that are:

  • Private Individuals
  • Companies within the EU definition of a microenterprise
  • Charities with an income of under £1,000,000
  • Trustees of a trust with assets of under £1,000,000
  • Professional clients and eligible counterparties where the person is an individual acting for purposes outside his trade, business, craft or profession

The Financial Conduct Authority complaints rules apply to complaints:

  • made by, or on behalf of an eligible complainant;
  • relating to regulated activity;
  • involving an allegation that the complainant has suffered, or may suffer, financial loss, material distress or material inconvenience;
  • not resolved by close of business on the day following receipt;
  • referred directly to the Ombudsman Service where the complainant and the firm have both consented to the FOS investigation

Final response

This will set out clearly the firm’s decision and the reasons for it. If any compensation is offered a clear method of calculation will be shown.

We must include details of the Financial Ombudsman Service in the final response if dealing with an eligible complainant and a regulated activity, we will:

  • explain that the complainant must refer the matter to the ombudsman within six months of the date of this letter or the right to use this service is lost

Analysis

A root cause analysis will be undertaken by the firm in the case of any complaint and this will be recorded with the appropriate action having been taken.

Closing a complaint

Where the firm has sent a final response; or where you have indicated in writing acceptance of the firm’s earlier response to confirm that you are satisfied with the findings of the investigations and any resolution

We will consider the complaint closed once we have issued to you our final response letter

Financial Ombudsman Service

If our final response is not acceptable to you then you may be able to refer this matter to the Financial Ombudsman Service – full details regarding the Financial Ombudsman Service will be sent to you as part of our response to your complaint, or at any other time if you ask us to do so.

We will co-operate fully with the Ombudsman in resolving any complaints made against us and agree to be bound by any awards made by the Ombudsman.

We undertake to implement promptly any award made in your favour by the Financial Ombudsman Service

Contact

Contacting the FOS by Telephone 

0800 023 4567 –  Calls to this number are normally free for people ringing from a “fixed line” phone – but charges may apply if you call from a mobile phone

0300 123 9123 – Calls to this number are charged at the same rate as 01 or 02 numbers on mobile phone tariffs

These numbers may not be available from outside the UK – so please call the Financial Ombudsman from abroad on +44 20 7964 0500

The Financial Ombudsman will be happy to phone you back, if you’re worried about the cost of calling them.

FINANCE OPTIONS AVAILABLE

What our customers say

A talking point up and down the village

Glass Curtains have caused a talking point up and down the village but nobody has knocked on the door yet. We are very pleased with them and thank your teams for their timing and workmanship  

Mr R
Mr R, Fareham

We are extremely pleased with the doors

The installation of our new doors was eagerly awaited and did not disappoint. The fitters arrived on time on the agreed installation date. All waste was removed and the installation area was left clean and tidy. The fitters demonstrated the use of the system including future self maintenance which was very useful. We are extremely

Excellent Service

A great product and a great service. Friendly, knowledgable, staff answer the phone and promptly correspond via email. Very capable, competent engineers attend to inspection and maintenance visits.

Neil Griffiths
Griff

A Unique Sleek Product

I’d like to take this opportunity to thank the team at FGC for great communication and assistance throughout, and a top job in the installation process and of course in providing a unique sleek product. Mr M, Bournemouth

Mr M, Bournemouth

New doors and they have transformed our relationship with the outdoor space

When it has been sunny we have made full use of the new doors and they have transformed our relationship with the outdoor space. The design and colour of the doors has modernised the look of the back of the house especially now we do not have lashings of uPVC everywhere. We were very happy

Mr JR

We have had these doors for several months now and are very pleased with them. Our initial contact with the company was very positive, the structure and operation of the doors clearly explained. The installation was carried out very efficiently with no disruption and the installers were friendly, their work clean and tidy. Our friends

ABCO, Southampton

On the day of installation your fitters arrived on time and commenced with the installation. They were courteous and polite and left the work area clean and tidy. I would be happy for you to use the installation as a promotional example of your work. 20150218

Brilliant After Installation Service

Our FGC sliding doors were installed in May 2018.
Although we have had two relatively minor problems – neither of which stopped the doors from working – FGC have attended very promptly to carry out remedial action.
Excellent customer service from head office and excellent service from install technicians.
Many visitors comment

Nick Medlam
Medlam

Replacement of Timber Bi Fold Doors with Frameless Curtains

When we purchased our house, it had two sets of timber bi fold doors, each spanning an opening of approx. 5m. These caused us a lot of problems with warping through the seasons, and the ration of timber to glass limited the light into the rooms.
We therefore replaced them with the frameless curtain

adam tamburini
Adam

Brilliant, on time and tidy

I just wanted to follow up as I was in the gallery this morning.  The guys were brilliant, on time, tidy, efficient and they fitted the door perfectly. We are very pleased   20151107

Highly Recommended

Excellent product. First class service. Good communication. Skilful, competent fitting team, clean & tidy. Wouldn’t hesitate to recommend FGC to anyone! We’re highly delighted with our frameless glass curtains!

Diane Ratcliff
Diane

Mr BG

Basically the installation itself was done pretty quickly and efficiently – three guys turned up early in the morning and were done by lunchtime. Polite, tidy. 20150112