Our Commitment to Customer Service
At Gap Funding Limited, we are dedicated to ensuring our customers receive the highest level of service. However, we recognize that there may be times when things don’t go as planned.
When such instances occur, we encourage you to share your experience with us so we can address and resolve any issues.
Our Goals
– Make it simple for you to give us feedback.
– Ensure your feedback receives the attention it deserves.
– Resolve any issues promptly and fairly.
– Ensure you are satisfied with the resolution.
Complaints Procedure
If you need to make a complaint, please contact us at:
Gap Funding Limited
6 The Common, Ashtead, Surrey KT21 2ED
Phone: 01372 276631
Email: enquiries@gapfunding.co.uk
We aim to resolve your complaint as quickly as possible. If we are unable to resolve it within one week, we will inform you:
– Why we have not yet resolved your complaint.
– Who is handling your complaint.
– When we will contact you again.
What Happens Next?
We strive to resolve most complaints within two weeks. However, if your complaint is particularly complex, especially if it involves a third-party supplier, it may take longer. We will keep you updated regularly until your complaint is resolved. Once resolved, we will provide you with our findings in a final response, which will include:
– A summary of your complaint and the outcome of our investigation.
– Our final view on the issues raised.
– Whether we acknowledge any fault on our part.
– Details of any offer to settle the complaint, if necessary.
– Information on your right to refer your complaint to the Financial Ombudsman Service if you are not satisfied with our response.
Ombudsman
If you remain dissatisfied with our final response, you may refer the matter to the Financial Ombudsman Service. You should contact them within six months of receiving our final response letter, which they may ask you to provide.
Contact Details for the Ombudsman:
By Post:
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
By Telephone:
0800 023 4 567 or 0300 123 9 123
By Email
complaint.info@financial-ombudsman.org.uk
Website:
http://www.financial-ombudsman.org.uk
We will maintain records of all complaints handled by us and provide details to the Ombudsman or the Financial Conduct Authority upon request.