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|If you feel you need to complain about the company
Gopher Money Ltd strives to maintain the highest levels of customer service, endeavouring to provide each and every customer with a friendly, helpful and professional approach. We aim to give you the appropriate financial solution wherever possible and always do our best to deal with your affairs in a timely manner. Part of our commitment to customer service is to have a complaints procedure, which you can use if you are dissatisfied with any aspect of our service. We certainly appreciate your feedback as it will assist us in improving the level of service we provide.
How to complain
Whilst we try to resolve any issues you have on the telephone, if you wish to make a formal complaint, you must set it out in writing. We suggest you email: firstname.lastname@example.org
What Gopher Money will do with your Complaint
We will send you a written acknowledgement of your complaint within 5 working days.
We will aim to resolve your complaint, which will be reviewed by both a manager and a compliance officer, as soon as we can. We will keep you informed of the progress of your complaint. If the complaint involves an organisation other than us, we will inform them too and ask them to deal with their part of the complaint by contacting you directly.
We will aim to resolve your complaint within eight weeks of first receiving it in writing. Only in exceptional circumstances will we not do so and we will inform you of those circumstances in writing. If we uphold your complaint within eight weeks, we will send you a letter offering appropriate redress, which may vary from an apology to financial compensation.
In any circumstances, (other than if your complaint is resolved within the eight weeks following its receipt) the Company will send you a final response letter no later than eight weeks following the date that we get your complaint. If you disagree with this letter, you can take your complaint to the Financial Ombudsman Service.
If you are still dissatisfied
Whilst we undertake to look into any complaint carefully and promptly and to do all we can to explain the position to you, if you remain dissatisfied, you have the right to refer the matter to the Financial Ombudsman Service, we will provide you with details on how to do so at the time.
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