Complaints Department, George Banco, The Blue Building, Stubbs Lane, Beckington, BA11 6TE
George Banco Complaints Procedure
We will endeavour to respond and resolve your complaint within 3 days of receipt where possible, however
if we need to carry out internal investigations then this may not be possible, we will inform you if
this is the case.
If we don’t feel we can respond in full within 3 days we will send you a letter acknowledging
receipt of your complaint within 5 days of receiving it, enclosing a copy of this procedure advising you
of the name and position of the personal dealing with your complaint and expected timescales for
We will then investigate your complaint.
We will hopefully resolve your complaint outlining any solutions that we have agreed with you. We will
aim to do this within 14 days of sending you the acknowledgement letter.
If it is not possible to resolve your complaint within this timeframe, then we will advise you within 4
weeks of the date of receipt of your complaint.
You can expect a final written response within 8 weeks of us receiving your complaint.
Response is where we:
Believe that we have fully addressed your complaint.
Notify you that you may refer the complaint to FOS if you remain dissatisfied with our final
response and that you must do so within 6 months from that date.
Enclose the FOS explanatory leaflet.
If after 8 weeks we are still not in a position to provide our final response, we will write to you and
give you reasons for the delay and an indication of when we can provide our final response, at this time
we will also provide details of the Financial Ombudsman Service (FOS) should you wish to contact them
regarding your complaint.
If you are still not satisfied, you can then contact the FOS, about your complaint. Normally, you will
need to bring a complaint to the FOS within six months of receiving a final written response from us
about your complaint or within 6 years of the event about which you are complaining occurring (or 3
years after you becoming aware of it). For further information, you should contact the FOS on or at
http://www.financial-ombudsman.org.uk or write to them at:
Financial Ombudsman Service Exchange
Tower London E14 9SR
Their leaflet “your complaint and the ombudsman” is
also available online at:
George Banco.com Limited: Registered Office: The Blue Building, Dairy House Farm, Stubbs Lane, Beckington, Frome. BA11 6TE
Company Number: 8804623
Financial Conduct Authority Interim License: 662983
Data Protection Registration: ZA034249
George Banco.com Limited is a wholly owned subsidiary of George Banco Limited
George Banco Limited: Registered Office: The Blue Building, Dairy House Farm, Stubbs Lane, Beckington, Frome. BA11 6TE
Company Number: 08605069
Financial Conduct Authority Interim License: 659900
Data Protection Registration: ZA016420