Complaints Handling Process
We regret that you had a negative experience with our Firm, and we thank you for taking time to file a complaint with us. This Complaints Handling Policy will explain how we receive, process and resolve complaints.
Step 1: Complaint form
Step 2: Investigation
Step 3: Resolution
Step 1: Complaint form
- Please fill in the enclosed complaint form. Kindly provide all the details, if applicable please supply supporting documents.
- Please provide your contact details so we can inform you on your complaint resolution. You can submit the complaint by email at complaints@gsbglobal.com or in our office at 1 Cornhill, The City of London, EC3V 3ND
- We shall acknowledge receipt of the complaint as soon as possible, but in any case, within 5 business days
Step 2: Investigation
- We will investigate your complaint and may get back to you for additional information if necessary. We will endeavour to issue you with a final response within four weeks from the date of receiving the complaint. If we are unable to issue you with a final response within four weeks, we will let you know that we need more time to investigate your complaint.
- We will make sure that the person responsible for this complaint investigation was not involved in the financial service to which the complaint relates and is of an appropriately senior level.
- We ensure that your complaint will be dealt with in a fair and impartial manner.
Step 3: Resolution
- We put all efforts to reach an amicable and fair resolution as quickly as possible, but in any case, within 8 weeks.
- If we find out that another firm is responsible for your negative experience, we will inform you accordingly and will seek your consent to refer your complaint to that other firm.
- If you are not satisfied with our complaint resolution, we shall inform you of other avenues for resolution available to you.
Complaints form
Should you have any queries on filling it in, please do not hesitate to contact us at +44 20 8050 8845 or email complaints@gsblobal.com from Monday to Friday, 9 am to 4 pm.
We look forward to resolving your complaint as soon as possible.