How Gravity Risk Services handle complaints:
We aim to treat our customers fairly at all times and we take any complaint very seriously. Any complaint whether written or verbal, is immediately referred to our Operations Manager, who is responsible for investigating and recording complaints.
Upon receipt of a complaint, we do our very best to remedy it by close of business the following day (or close of business on Monday if a complaint is received on a Friday.)
If the complaint cannot be resolved by close of business the following day, then our Operations Manager will send a written acknowledgement of the complaint within five business days of receipt, giving the name and job title of the individual handling the complaint.
If we are able to provide a final response within five business days of receipt of a complaint, we may combine our acknowledgement of the complaint with the final response letter.
A final response is a written response from us which:
- accepts your complaint and, where appropriate, offers redress
- offers redress without accepting the complaint
- rejects the complaint and gives reasons for doing so
- indicates that we will regard the complaint as closed if we do not receive a reply within eight weeks
- informs you that, if you remain dissatisfied with our response, you may refer your complaint to the Financial Ombudsman Service and must do so within six months to be eligible. We will also enclose a copy of the Financial Ombudsman Service’s explanatory leaflet.
We will, within eight weeks of receiving your complaint, send you either:
a final response, or
a response which:
- explains that 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
- informs you that you may refer your complaint to the Financial Ombudsman Service if you are dissatisfied with the delay and enclose a copy of the Financial Ombudsman Service’s explanatory leaflet
You may accept our response in writing at any time during this process, even when we have not issued a final response. Our response need not refer to the Financial Ombudsman Service, but we will explain how your complaint will be progressed if you remain dissatisfied.
Provided that we have sent a letter which complies with the conditions above within eight weeks of receiving your complaint:
- if you do not reply at all we are not required to send a final response
- if you do not reply within eight weeks of our letter we will treat your complaint as closed for the purposes of our reporting requirements
- if you reply (within or after eight weeks) we are required to continue to comply with the eight week/FOS process, and the time limits therefore resume.
You can refer your complaint to the Financial Ombudsman Service if you receive a final response with which you are dissatisfied, or if we have had at least eight weeks to resolve your complaint and have failed to do so in that time. You may decide whether to give us more time before exercising any right you may have to refer your complaint to the Financial Ombudsman Service. The six-month time limit within which you must refer a complaint to the Financial Ombudsman Service begins at the date of our final response.
A closed complaint is a complaint:
- where we have sent a final response
- where you have indicated in writing your acceptance of our earlier response
- where you have not responded to us within eight weeks of the written response referred to above
Where your complaint is reported as closed because you have not replied to us within eight weeks of a written response, we will treat the date of that response as the date when the complaint was closed for the purposes of our reporting requirements.
If the complaint is about another party, for example an insurer with whom we have placed your business, we will refer the details of the complaint on to the third party and confirm this course of action to you in writing.