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

Excellent product and great service

I am delighted to have found FGC online! I installed their glass curtain between my office and the kitchen/living room area. It looks fabulous! Easy to use and can be locked.
I visited the factory and it looks smart and professional. All communication has been fast and also very professional. Will definitely use again!

Lilia Severina
Lilia

S. Harrison

As to how we were from initial contact (were we polite)? Adrian was very passionate about the product and did a good job in promoting it. We were very impressed with the factory visit to see process from start to finish. Always found Adrian very helpful and communicative throughout the process. Arranging installation (were we

The most stylish doors!

We first saw FGC at the Grand Designs exhibition in the autumn of last year (2019). We have had frameless glass doors and windows fitted to our house extension and they look fabulous from inside and outside, and make the rooms extremely light. Opening these doors is quick and easy. The service has been attentive

Ashley Fulton
Ashley

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

Excellent windows!!!!

We have patio doors and a large matching picture window, these are well designed, manufactured and installed and are noticed and acknowledged by all visitors to our house. The customer service is also excellent so highly recommend these products and company.

Phillip Coutts
Phil

Porch Door

we are very pleased with our new porch door which enhances the look of our Victorian house. Very professional job from beginning to end with a great deal of trouble taken to get the measurements exactly right.

Philip N Brown
Phil & deborah

Mr P – Aylesbury

We have been very happy with the service you offer and indeed the product. We found the office responded promptly and the delivery was swift and when promised. The fitting staff were professional, polite and unintrusive. We would be very happy to let people look at our installation. 20150724

Mr S & Mrs M – Leatherhead

Initial contact
FGC were very informative over the phone and were quick to arrange an appointment for us to see the doors at their showroom. They also gave a number of contacts for us to visit to view existing installations. Installation
FGC installers arrived on time and completed the installation quickly and tidily.

bringing the outside in!

as an Architectural Technologists, I stumbled across FGC and its proved to be my best stumble. I have knocked two rooms into one to make the most of viewing my garden, my wife and I were looking for the most unobtrusive bi fold door frame to maximise the view, which was proving a challenge until

Anthony Mackin
Anthony

Mr R D @ Stowmarket

We are pleased with the service, and the quality of finish so far, I look forward to seeing how they look after a few months. My only issues was the timings and delays, but I wouldn’t hesitate to recommend you and indeed have already a few times or use you again. 20150113

Very pleased with the glass

Very pleased with the glass curtain doors which you supplied on time
and installed very quickly. Great product that really enhances the room

Brian Berg
Brian Berg

Very please with the result.

The door looks excellent and we’re very pleased with the result

Mr H, Wales

COVID-19 Update November 2020

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