We are committed to ensuring that we deliver on our promise of personal attention and service and aim to resolve complaints quickly and fairly. If it is not possible to promptly resolve your complaint, we will be in touch to update you on its progress through our complaint handling process.

We aim to be in a position to provide a final response to your complaint within eight weeks of the complaint being received. If this has not been possible, we will inform you when we expect to respond however you may decide to refer the matter to the Financial Ombudsman Service.

If you have a suggestion on how we can improve, or you would like to submit a complaint, please let us know.

By phone

To talk to a member of our team, please call our Salisbury head office on 01722 424444

In writing

The Compliance Officer, GBIM, Chequers Court, 37 Brown Street, Salisbury, SP1 2AS

By email


Independent review of your complaint

Should you be dissatisfied with our final response, you may, if you wish, refer the matter to the Financial Ombudsman Service. Any referral must be made within six months of the date of our final response. The Financial Ombudsman Service provides a free, independent and impartial service for customers to resolve disputes with financial firms.

The Financial Ombudsman Service will only deal with your complaint if you have first given us the opportunity to put matters right, so please contact us first and we will do all we can to help you.

The contact details for the Financial Ombudsman Service are set out below.

The Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
E14 9SR
Phone: 0800 023 4567 (consumer helpline)