Complaints Procedure

Our Commitment to you

GB is 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 to improve our standards.

How to Raise a Complaint

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

George Banco Complaints Procedure

  1. 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.

  2. 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 response.

  3. We will then investigate your complaint.

  4. 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.

  5. 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.

  6. You can expect a final written response within 8 weeks of us receiving your complaint.

    A Final 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.

  7. 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.

  8. 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:

    http://www.financial-ombudsman.org.uk/publications/consumer-leaflet.htm

    Alternatively, you have a right to seek resolution of your complaint through the Consumer Credit Trade Association (CCTA) conciliation procedure at http://www.ccta.co.uk or in writing at:

    Consumer Credit Trade Association
    Suite 4, The Wave
    1 View Croft Road
    Shipley
    West Yorkshire
    BD17 7DU 
George Banco.com Limited: Registered Office: The Blue Building, Dairy House Farm, Stubbs Lane, Beckington, Frome. BA11 6TE
Company Number: 8804623
Data Protection Registration: ZA034249
George Banco.com Limited is a wholly owned subsidiary of George Banco Limited
Authorised and regulated by the Financial Conduct Authority. George Banco.com Ltd is registered on the Financial Services Register with Firm reference number 729032
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
Authorised and regulated by the Financial Conduct Authority. George Banco Ltd is registered on the Financial Services Register with Firm reference number 729258