How to Make a Complaint
1. Complaints may be made in writing, by e-mail, by telephone or in any other form in respect of any regulated claims management service that we have provided. Our contact details are as follows:
Address: Goodwin Barrett Ltd, Mikar Business Park, Northolt Drive, Bolton, BL3 6NJ
Telephone: 01204 471280
Email: enquiries@goodwinbarrett.co.uk
2. We will send you a written or electronic acknowledgement of a complaint within five business days of receipt, identifying the person who will be handling the complaint for the business. Wherever possible, that person will not have been directly involved in the matter which is the subject of the complaint, and will have authority to settle the complaint.
3. We aim to resolve all complaints quickly and within 30 days, however we have eight weeks to provide you with:
a) a final response adequately addressing the complaint; or
b) a response which:
i) explains why we are still not in a position to make a final response, giving reasons for the further delay and indicating when we expect to be able to provide a final response; and
ii) informs you that you may refer the handling of the complaint to the Financial Ombudsman Service if you are dissatisfied with the delay.
4. Where we decide that redress is appropriate, we will provide you with fair compensation for any acts or omissions for which we are responsible and will comply with any offer of redress that you accept. Appropriate redress will not always involve financial redress but could involve an apology or another suitable form of redress.
5. If you are not satisfied with our response, or if a complaint is not resolved within eight weeks, you may refer the complaint to the Financial Ombudsman Service within 6 months of the date of our final response letter. If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Tel: 0300 555 0333
Further information can be found on their website: www.financial-ombudsman.org.uk.