Our Complaints Procedure

Bennett Gould & Partners Limited are committed providing a high level of service, but we recognise that sometimes things can go wrong and we may fail to meet your expectations. If that’s happened, please follow the steps below to log your complaint with us. Your complaint will be reviewed promptly and fairly by an independent party to complaint itself. 

How to Complain

You can notify us of your complaint by email, in writing or by phone.

Bennett Gould & Partners Limited

Corinium House

Corinium Avenue

Gloucester

GL4 3HX

Telephone: 03330 146 156

To help us investigate your complaint, please provide us with your policy number, details of your complaint, your contact details and preferred method of contact.

Our Complaint Handling Process

We will endeavour to resolve your complaint immediately, where possible, or within 3 business days of receipt and write to you summarising how we have resolved your compliant.

If we are unable to resolve your complaint within 3 business days, we will write to you to acknowledge your complaint within 5 business days and advise the name of the person handling your complaint and when you can expect to hear from us.

If we have not reached a decision on your complaint within 4 weeks of receipt, we will write to update you on our progress, and advise when you can expect to receive a final response from us.

Within 8 weeks of receipt of your complaint, we will provide you with a final response letter detailing the outcome of our investigation and our decision.

In the event that have been unable to resolve your complaint within 8 weeks, we will write to you to explain the reason for the delay and when we anticipate to conclude our investigation.

The Financial Ombudsman Service

If you are not satisfied with our final response to your complaint or we have not resolved your complaint within 8 weeks, you may be entitled to refer your complaint to the Financial Ombudsman Service (FOS) free of charge, but you must do this within 6 months of our final response letter.

The FOS contact details are:

The Financial Ombudsman Service

Exchange Tower

London

E14 9SR

Telephone: 08000 234 567

Further details regarding the FOS can be obtained from their website www.financial-ombudsman.org.uk

Last updated July 2023.