CLIENT RESOLUTION AND COMPLAINTS PROCESS
We base our business on integrity and transparency at all times. However, in the unlikely event that we are unable to resolve your situation amicably and to the best of our ability, and should you wish to make a complaint, you can contact us in a number of ways:
By email: firstname.lastname@example.org
Telephone: 01273 950 900
In writing: Gap Capital Ltd, 44, Orange Row, Brighton, BN1 1UQ
In person: At your our offices by appointment
We will do our best to resolve complaints before close of business on the next working day. However, if we are unable to do this we will:
Acknowledge your complaint in writing within five working days, assuring you that the we have received the complaint and that it is being dealt with.
Keep you informed of the progress of the complaint.
Provide you with a final response within eight weeks of receipt of the complaint.
Where your complaint relates to one of our consumer credit products, we will inform you that if you remain dissatisfied with our final response you have the right to refer the complaint to the Financial Ombudsman Service (FOS) within six months of our final response being sent. We will also include a copy of the FOS explanatory leaflet.
Further information about the FOS can also be found on their website www.financial-ombudsman.org.uk