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Complaints

Not happy with something? Please let us know - we want to help put it right.

At Goodlord, we do our best to put our customers at the heart of everything we do. Sometimes we get it wrong - but we always try to learn from our mistakes and improve as a result of them.

If you’re not completely happy about something and wish to lodge a complaint please get in touch via complaints@goodlord.co, so we can try to put it right for you and improve our service. For any privacy issues, please contact us at privacy@goodlord.co.

What will happen next?

Complaints relating to Goodlord products and services (excluding Insurance)

Within 5 working days of receipt we will write to you to acknowledge your complaint and provide you with a copy of our complaints procedure.

We will commence investigation of your complaint and continue to investigate until we are able to reach an outcome. We aim to resolve your complaint as soon as possible, however if your complaint is not resolved within four weeks of receipt, we will write to you again and update you on the action we have taken and when we expect to resolve your complaint.

If we have been unable to resolve your complaint within eight weeks of receipt, we will write to you to advise why we are not in a position to provide our final response at this time and we will provide you with a date by which we expect to resolve your complaint.

Once we have resolved your complaint, we will provide you with a final response setting out our investigation, the outcome of your complaint and any next steps (if applicable).

If you are dissatisfied with the outcome of your complaint you are able to request an escalation to the Complaints Manager within four weeks of the final response being issued. An escalation response will be provided to you within 2 weeks of receipt of your escalation and will provide you with an assessment as to whether your complaint has been handled appropriately or whether there is a change to the outcome.

Complaints relating to Goodlord’s Insurance products

If we can, we will resolve your complaint within three working days of receipt of your complaint. We will advise the resolution of your complaint, and tell you about the Financial Ombudsman Service.

If we have been unable to resolve your complaint within three working days, we will write to you to acknowledge your complaint within five working days of receipt and provide you with a copy of our complaints procedure.

We will commence investigation of your complaint and continue to investigate until we are able to reach an outcome. We aim to resolve your complaint as soon as possible, however if your complaint is not resolved within four weeks of receipt, we will write to you again and update you on the action we have taken and when we expect to resolve your complaint.

If we have been unable to resolve your complaint within eight weeks of receipt, we will write to you to advise why we are not in a position to provide our final response, and confirm when we expect to do so. We will provide you with information as to how you can refer your complaint to the Financial Ombudsman Service.

Once we have resolved your complaint, we will provide you with a final response setting out our investigation, the outcome of your complaint and any next steps (if applicable). This final response will also include details on how you can refer your complaint to the Financial Ombudsman Service if you remain dissatisfied.

Financial Ombudsman Service (FOS)

If you are not happy with our decision, or eight weeks have passed since we received your complaint, you may be able to pass your complaint to the Financial Ombudsman Service. The Financial Ombudsman Service is an independent organisation and can review your case.

Post: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Phone: 0800 023 4567
Website: www.financial-ombudsman.org.uk

The Ombudsman’s service is available to personal policyholders. The service is also open to charities, trustees and small businesses with income or assets within defined limits. Please note, complaints relating to our referencing activities are not covered by the FOS.

At Goodlord, we take complaints very seriously. Whatever it may be, we’ll give it our full attention and make sure it’s dealt with by someone with the right knowledge and experience.