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Complaints Policy

Complaints Policy

Customer complaints

At Gatehouse Bank we pride ourselves with customer primacy and we do everything we can to make sure our clients get the best possible service. However, sometimes we do not get things right first time. If you are not completely happy with our service, we would like to hear about it so we can do something to put it right. As part of this commitment we endeavour to act on all complaints and handle them in a timely, fair and consistent manner.

Resolving your complaint

1. We will send you a prompt written acknowledgement to advise you that we have received the complaint and are dealing with it.

2. We will investigate your complaint and a final response will be provided within 8 weeks of the receipt of your complaint, which will include a full explanation of our findings. If we are unable to provide you with this, we will explain reasons for the delay and advise when we anticipate a final response to be issued.

3. In the event that you are not satisfied with our final response or 8 weeks have passed since your complaint was first raised, then you have the right to refer your complaint to the Financial Ombudsman Service (FOS). Referrals to FOS are free of charge and must be referred to FOS within 6 months from the date of our final response to you.

The Financial Ombudsman Service


The Financial Ombudsman Service
Exchange Tower
E14 9SR

Telephone: 0800 023 4 567



Further details on our Complaints Policy can be found under Useful Documents