Financial Services Complaint Procedure
At Citygate, we are committed to providing a high standard of service to our all our customers. However, we recognise that there may be occasions where our service falls short of expectations. This complaints procedure outlines the steps you can take to raise a regulated complaint and how we will address it in compliance with applicable regulatory standards.
What Products and Services are covered by this procedure?
This complaints handling procedure explains how to make a complaint about any finance or insurance product or service we have provided to you.
How to make a complaint
The easiest way to send a complaint is by using this online compliant form
Please provide the following details when making a complaint:
- Your name and contact details.
- Details of the issue, including dates, times, and the names of any involved staff members.
- Copies of relevant documents or correspondence.
- Any desired resolution or outcome.
General Acknowledgement
We will acknowledge your complaint with an automatic response on receipt and you will then receive an email or phone call within 5 business days thereafter. This acknowledgment will include:
- The name and contact details of the person handling your case.
- An outline of our complaints process and expected timelines.
Investigation Process
- Initial Review
Your complaint will be reviewed to determine whether it is within the scope of regulated complaints. - Detailed Investigation
The Compliance Team will gather and assess all relevant information. This may include reviewing records, speaking to involved parties, and seeking clarification from you if needed. - Resolution Proposal
Once the investigation is complete, we will provide a formal response, including:- Our findings and decision.
- Any actions we propose to address your complaint.
- Your rights if you remain dissatisfied.
We aim to resolve your compliant within eight weeks*. If we have not issued our “final written response” letter, which will explain our final position, or if you are still dissatisfied with our decision you may wish to refer the complaint to the Financial Ombudsman Service, for an independent review. The Financial Ombudsman Service is free and easy-to-use service that settles complaints between consumers and business that provide financial services.
*If we are unable to resolve the complaint within this timeframe, we will inform you of the delay, explain the reasons, and provide a revised resolution timeline.
Escalating Your Complaint
If you are not satisfied with our final response, you have the right to escalate the matter to the relevant regulatory authority or to the Financial Ombudsman Service. We will explain this in our final response letter or at eight weeks as described above.
- Financial Ombudsman Service (FOS)
Address: Exchange Tower, London, E14 9SR
Telephone: 0800 023 4567 or 0300 123 9123
Email: [email protected]
Website: financial-ombudsman.org.uk - ITC Compliance Ltd
Address: 3 Monarch Court, The Brooms, Emersons Green, Bristol, BS16 7FH
Telephone: 0845 177 2266 or 0117 440 3700
Email: [email protected]
Website: www.itccompliance.com
Confidentiality
All complaints will be handled with the utmost confidentiality. Information will only be shared on a need-to-know basis and in compliance with regulatory and legal requirements.
Continuous Improvement
We value feedback and use complaints to improve our processes, staff training, and service delivery. After resolving your complaint, you may receive a short survey to share your experience with our complaints process.