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?

After submitting your complaint via the online form, you will immediately receive an email acknowledging it’s been received safely

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 your complaint relates to our regulated activities).

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

We will continue to investigate your complaint, aiming to resolve this as soon as possible. In any event, if your complaint is not resolved within four weeks of receipt, we will write to you again, updating you on the action we have taken and how we are looking to resolve it.

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 (if applicable).

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 (if applicable).

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.