We take complaints seriously. Here's how to raise a concern and what to expect from us.
Last updated: 1 January 2025
At Glender, we are committed to providing an excellent service. However, we recognise that sometimes things go wrong. If you are unhappy with any aspect of our service, we want to hear about it so we can put things right and improve for the future.
You can raise a complaint with us through any of the following channels:
When making a complaint, please provide:
We will acknowledge your complaint within 3 business days of receiving it. Your acknowledgement will include the name of the person handling your complaint and a reference number for your records.
A senior member of our team will investigate your complaint thoroughly. During the investigation, we may contact you for additional information. We will keep you informed of progress throughout the process.
We aim to resolve complaints as quickly as possible. In accordance with FCA rules, we will provide you with a final response within 8 weeks of receiving your complaint. Our final response will include:
If you are not satisfied with our final response, or if 8 weeks have passed without a resolution, you have the right to refer your complaint to the Financial Ombudsman Service (FOS). The FOS is a free, independent service for resolving disputes between financial services firms and their customers.
You must contact the FOS within 6 months of receiving our final response.
In accordance with FCA requirements, we maintain records of all complaints received, including details of the complaint, our investigation, the outcome, and any remedial action taken. These records are retained for a minimum of 3 years from the date the complaint was received.
We review all complaints to identify patterns and areas for improvement. Feedback from complaints is shared with our senior management team and used to improve our processes, training, and service delivery.