Call us: 01732 848088

Complaints Policy relating to Finance

 

Complaints Manager contact details

Name: Raie Bloor (Mrs)

Telephone: 01732 848088

Address: Unit 17e Altbarn Industrial Estate, Revenge Road, Lordswood, Kent, ME5 8UD

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.

What our customers say

Replacement doors

I had been looking for some time to replace my patio doors in our lounge as they had very wide plastic frames and wanted something that wouldn’t restrict the view up the garden I asked to see if it was possible to view some already installed close by. Luckily there was, we went and viewed

Paula Sanders
Paula

Mr M W

We had been looking for ages for the solution to fill two large spaces leading from the house to our new Orangery. From the moment Gary showed us the product at Partridge Farm we knew it was just what we wanted. A year later and we are still delighted. We broke one of the glass

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

Fabulous company !

I have used the Frameless Glass Company on a number of occasions, both for new installation and maintenance.
On all occasions their service and personal was ultra professional, along with top quality products. I would highly recommend this company to anyone !

Carl Fordham
Carlf

Very pleased and would definitely recommend

FGC have been fantastic, from my email enquiry, always very helpful and quick to respond. On time and on schedule.  Very pleased and would definitely recommend.   English Rose Estates (Great Ormond Street) 20150922

See for yourself this brilliant design

“Visiting the FGC factory before a site viewing was the best decision we made. Very few of the reviewers make any mention of the apparent simplicity that disguises the cleverness and ingenuity in this way of dealing with a large size glazed opening. At the factory the finer details behind the design were explained, and

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

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

Great product with amazing after sales service

All of our dealings with FGC have been great. They are professional, friendly and accommodating. Our glass curtain is wonderful and we love it even more than we thought we would. The few little settling in issues we’ve had have been dealt with so quickly and their technical team are incredibly easy to deal with.

rhona mead
Maisie

Mrs M @ Beaumont Close London SW15

We were very happy with the service offered from start to finish. The frameless glass doors are a perfect solution to our extension and have received many compliments.The workmen who installed the doors were courteous and efficient, the job completed in a few hours, we had a slight problem that needed attending to and this

Summerfield

As to how we were from initial contact (were we polite)?
Initial emails were very prompt, informative and positive and yes polite. Keen to accommodate our visit to the workshop and everyone very friendly.
Arranging installation (were we on time and on schedule)
Installation ahead of schedule and were on time on

Style Builders, South Croydon

Your fitters were on time on site and I managed to speak with them before they started. They were very helpful and offered me a solution for a small problem we had regarding the level of the bottom track, I was impressed that we found the best solution and they agreed to proceed with the