Complaints Procedure
Our commitment to customers and debtors
WE AIM TO ENSURE THAT:
- Making a complaint is as easy as possible
- We treat your complaint seriously
- We deal with your complaint promptly and in confidence
- We learn from complaints and use them to review and improve our service
WHAT IS A COMPLAINT?
A complaint is when you tell us you are not happy about the service we provide.
It can be about anything and could include:
- When we do not deliver a service on time
- When we give you the wrong information
- When, in your opinion, you receive a poor quality service
- When you have an issue with a member of staff
HOW TO MAKE A COMPLAINT
If you wish to make a complaint you can contact our Customer Services Team in any of the ways listed below.
Email: admin@grosvenorservices.co.uk
Telephone: 0845 602 2090
In writing:
Complaints Department
St David’s House, 11 Drake House Crescent
Sheffield
S20 7HT
Grosvenor promise that your complaint will be fully investigated and a response issued within 5 working days.
WHAT IF THE RESPONSE IS UNSATISFACTORY?
If you are unsatisfied with the response you can contact our Managing Director, who will ensure that our complaints procedure was used to manage your individual complaint effectively.
Lloyd Birkhead
St David’s House, 11 Drake House Crescent
Waterthorpe
Sheffield
S20 7HT
If you are still unhappy with our response you can contact the Financial Ombudsman:
The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR
Email: complaint.info@financial-ombudsman.org.uk
Telephone: 0800 0 234 567
The Ombudsman will not normally investigate a complaint unless the internal complaints procedure has been exhausted. Please keep all correspondence from Grosvenor Services Group Ltd.