Our Complaints Process
Guardian Financial Services - our complaints process
I) OUR INVESTIGATION
Our goal is to conduct a prompt and thorough investigation and to provide a high quality of client service. Your complaint will be handled by a trained investigator. The Manager of the Business Review Unit is Robert Horsfall. We follow these steps:
- We acknowledge your complaint, which we will review along with relevant information held on our files.
- It may be that your complaint should be directed to another firm. In this instance we will refer the matter to the relevant firm within five business days of establishing this to be the case. In addition, we will issue a response which will inform you of the referral and include the other firm’s contact details.
- If we are unable to reach a decision at this stage, we may contact you for further information. We may also make further enquiries with other relevant parties. This may include information from other insurance companies with whom you hold policies. We may also request a written report from the Company Representative (CR) who advised you. If necessary, we may send him/her copies of the documents completed by you or on your behalf when the policy was sold.
- We reach a decision and inform you of the outcome in writing.
- If an offer of compensation is made, we will request your written acceptance before payment can be made. If we are unable to uphold your complaint you will receive a full explanation of the reason(s) why.
- We follow up internally with the Company Representative and any other parties involved in order to address any problems identified by the investigation, so that future client dissatisfaction is prevented.
- If, after 4 weeks, we have been unable to complete a full investigation, we will write to you to let you know our progress. After 8 weeks we will provide a further update.
