GRP ADS Customer Care Policy

Should you feel the need to make a complaint about GRP you can email customercare@grpads.com, with brief details of your complaint. Our Customer Service staff will acknowledge your complaint by email within 5 working days and we will try to resolve your complaint as quickly as possible. If we need to investigate your complaint further to respond fully, we will tell you and keep you regularly updated. If a further investigation is required one of our staff will investigate and send you an initial response. Where appropriate, the member of staff investigating the complaint will not be any staff member who was directly involved in the subject matter of the complaint. We will endeavour to send you a final letter via email, within eight weeks of receiving your complaint. This letter will give our final view on the issue(s) raised in your complaint, and advise we:                   -      Accept the complaint and where appropriate are offering redress; or                   -      Are offering redress without accepting the complaint; or                   -      Reject the complaint (giving reasons why we are doing this); If we are unable to provide you with a final response within that eight week period, we will give the reasons for the delay and tell you when you can expect to receive a final response. In each case, if you are still not satisfied with our response or any delay, you may refer the complaint to the Financial Ombudsman Service. An explanatory leaflet can be accessed at  http://www.financial-ombudsman.org.uk/publications/consumer-leaflet.htm  The Financial Ombudsman Service can be contacted via email at complaint.info@financial-ombudsman.org.uk, or telephone  +44 300 123 9 123.