Stage 1 – Informal Resolution
If you have a concern, we encourage to speak with your usual GIBL contact first. Many issues can be resolved quickly and to your satisfaction, whether it is on the phone or face-to-face.
Complaints Handling
At Gateway Insurance Brokers Limited (GIBL), we are committed to providing excellent customer service and enhancing your experience. However, we understand that issues may arise from time to time.
In accordance with our regulatory obligations and customer commitment, we have set out the following complaints procedure:
Stage 2 – Formal Complaint
If your concern is not resolved, you may raise a formal complaint with us in writing (email or post), or by telephone. Please include your name, contact details, and relevant information about your complaint.
- compliance@gatewayinsurance.co.uk
- Post
- FAO The Compliance Officer
Gateway Insurance Brokers Ltd
Gateway House, 10 Coopers Way
Southend-on-Sea, Essex, SS2 5TE
We will acknowledge your complaint promptly.
If we are able to resolve your complaint within 3 business days, we will send you a Summary Resolution Communication (SRC) confirming the outcome and your right to refer to the Financial Ombudsman Service (FOS) if you are dissatisfied.
If your complaint requires further investigation, we will send you a Final Response within 8 weeks of receiving your complaint. This will explain our findings, the outcome, and your right to refer to the FOS.
If we cannot give a Final Response within 8 weeks, we will explain the delay and when we expect to respond, explain your right to refer the complaint to the FOS where eligible.
Stage 3 – Escalation
If you remain dissatisfied after our Final Response, you may request that your complaint is reviewed by a member of our Senior Management Team. We will confirm how this will be carried out depending on the nature of your complaint. This is optional and will not affect or delay any right you may have to refer your complaint to the FOS.
Stage 4 – Financial Ombudsman Service
If you are unhappy with our Final Response, or if we have not resolved your complaint within 8 weeks, you may be entitled to refer your complaint to the FOS.
You must do this within 6 months of the date of our Final Response letter, subject to applicable rules and exceptions. An SRC also explains when the FOS may be available to you.
Financial Ombudsman Service
- Website
- www.financial-ombudsman.org.uk
- Telephone
- 0800 023 4567
- complaint.info@financial-ombudsman.org.uk
This does not affect your legal rights.
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