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Customer Complaints

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.

You can tell us about your concern by contacting us in the following ways:

By Post:
14 Grosvenor Street
London, W1K 4PS

By Telephone:
London Head Office +44 (0)20 7070 6000
Milton Keynes 08000 35 65 44

By email: homefinanceoperations@gatehousebank.com

Or contact your Relationship Manager/ Business Development Manager

Resolving your complaint

1. We will always try to resolve your concerns there and then. If we are able to do this straight away, and to your satisfaction, we will send you a summary resolution confirming this.

2. If this is not possible, we will send you a prompt written acknowledgement to advise you that we have received the complaint and are dealing with it.

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, but must be referred to FOS within 6 months from the date of our final response to you.

The Financial Ombudsman Service

Address:
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Telephone: 0800 023 4 567 or 0300 123 9 123

Email: complaint.info@financial-ombudsman.org.uk

Website: http://www.financial-ombudsman.org.uk/