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How to make a complaint

How to make a complaint

Last updated: 29 Jul 2022

Section 1 - How to contact us

At Golden Charter, we’re committed to ensuring there are no barriers to you making a complaint and as such you can:

Email:

contact@goldencharter.co.uk

Phone:

0800 833 800

Calls may be monitored and/or recorded to protect both you and us and help with our training.

Post:

Customer Service Team, Golden Charter, Canniesburn Gate, 10 Canniesburn Drive, Glasgow G61 1BF

We are open from 9am to 5pm Monday to Friday.

Please note:

There is no guarantee that any email sent will be received, or that the contents will remain private during internet transmission. Calls may be monitored and/or recorded to protect both you and us and help with our training.

Section 2 - If I have a complaint what should I do?

If you feel our service doesn’t meet your expectations, we follow a strict procedure for dealing with your complaint. We will do our best to address your concerns quickly and fairly.

In the first instance, please call our Customer Service Team free on 0800 833 800 or write to us at: Customer Service Team, Golden Charter, Canniesburn Gate, 10 Canniesburn Drive, Bearsden, Glasgow G61 1BF. Or email us at contact@goldencharter.co.uk. We are open from 9am to 5pm Monday to Friday.

Section 3 - It will help us if you can...

Provide any reference numbers (e.g. plan, funeral director, etc).

State your case clearly and include relevant dates.

Send copies of relevant documents (you should hold on to the originals).

Section 4 - How we will deal with your complaint

If we can’t resolve your complaint immediately, we’ll acknowledge your complaint within 5 working days. We will confirm at the same time that you’ll hear from us within 4 weeks. We will tell you who's dealing with your complaint so contacting us is easier.

Section 5 - What to do if you are still not happy with the outcome

If you’re not satisfied with our response or we don’t resolve your complaint within 8 weeks, you may then take the matter further by contacting:

The Financial Ombudsman Service

Exchange Tower

London

E14 9SR

Telephone: 0800 023 4567 or 0300 123 9123

Email: complaint.info@financial-ombudsman.org.uk

Website: www.financial-ombudsman.org.uk