This document sets out what to do in the event of a complaint.
GrowNorth Limited and GrowNorth Financial Limited ('GrowNorth') are committed to providing products and services of the highest standard. If for any reason, you feel you are not entirely satisfied with any aspect of our service, please let us know straight away.
Our Complaints department will investigate your complaint competently, diligently and impartially.
How to make your complaint:
Firstly, let us know what has happened. You can call us, email us or write to us. Our contact information is detailed at the bottom of this document.
We will need to know:
Your name and address.
Your agreement number or policy number as appropriate.
Details of how we can contact you.
A clear description of your complaint and whether any 3rd party is involved.
Details of what you would like us to do to resolve your complaint.
if appropriate, copies of any relevant supporting documentation.
What happens next?
We will contact you within 3 working days to let you know we are considering your complaint and clarify any points where necessary. If we can resolve your complaint within 3 working days, we will send you a Summary Resolution Communication. This is a written confirmation, which confirms that you made a complaint and that we now consider the matter resolved.
We will keep you regularly updated about what’s happening and discuss our findings. We will consider all the available evidence, the circumstances and relevant laws. When we have investigated your complaint, we will write to you to let you know our final response. This detailed letter will tell you what we have found, what we plan to do and how we came to our decision. If it is going to take us more than eight weeks to resolve your complaint, from when you first contacted us, we will update you on our progress and explain why it is still ongoing.
GrowNorth Financial Limited
75 Church Street
Contact Number: 07473 795405