Our commitment to you

At George Banco each of our customers is important to us, and we believe you have the right to a fair, swift and courteous service at all times. We are committed to providing a high-quality service to all our customers. When something goes wrong, we need to know about it. This will help us improve our standards.

How to raise a complaint

If you have a complaint, please contact us with the details on either.

When we are in receipt of your complaint and we will deal with it promptly, effectively and in a positive manner.

George Banco Complaints Procedure


1) We will acknowledge your complaint within 5 working days of receipt of your complaint. Generally we will aim to resolve within 24 hours
2) We will investigate your complaint and endeavour to send a final response to you within 4 weeks of receipt of your complaint. If we are unable to provide you with a final response within this time we will send you an update.
3) We will endeavour to send a final response to you within 8 weeks of receipt of your complaint. If we are unable to provide you with a final response within this time frame, we will write to you explaining why and advise you when you can expect a final response.

4) If more than 8 weeks from the date of your complaint has past and you haven’t received a final response, or you are dissatisfied with the final response you have received (at any stage of the process) you can write to:

Financial Ombudsman Service (FOS)
Exchange Tower
London
E14 9SR

You must refer your complaint to the Financial Ombudsman within 6 months of the date on the final response.

You have the right to refer your complaint to the Financial Ombudsman Service Free of Charge. Although there are time limits for referring you complaints to the Ombudsman we will consent to the Ombudsman considering your complaint even if you refer your complaint outside the time limits.

Other methods to communicate for the FOS

Telephone: 0300 1239123

Online: https://help.financial-ombudsman.org.uk/help

Their leaflet ‘How to make a complaint’ is available online at http://financial-ombudsman.org.uk/publications/consumer-leaflet.htm

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