Complaints Procedure

Our Commitment to You

At Greyshore Financial Trust, we strive to provide excellent service to all our customers. However, we recognise that sometimes things can go wrong. When they do, we are committed to:

• Listening to your concerns carefully and treating you with respect
• Investigating your complaint thoroughly and impartially
• Providing you with a clear explanation and, where appropriate, an apology
• Putting things right and offering fair redress
• Using your feedback to improve our products and services

How to Make a Complaint

You can make a complaint to Greyshore Financial Trust through any of the following channels:

What to Include in Your Complaint

To help us resolve your complaint quickly, please include:

• Your full name and account number (if applicable)
• Your contact details (phone number and email address)
• A clear description of what has gone wrong
• When the issue occurred (dates and times)
• How you would like us to resolve the matter
• Copies of any relevant documents or correspondence

Our Complaint Handling Process

Step 1: Acknowledgment

We will acknowledge your complaint within 2 business days of receiving it. We will provide you with the name and contact details of the person handling your complaint.

Step 2: Investigation

We will conduct a thorough investigation into your complaint. This may involve reviewing account records, speaking with relevant staff, and gathering evidence. We will keep you updated on our progress.

Step 3: Resolution

We will provide you with a final response within 8 weeks of receiving your complaint. Our final response will explain our findings, any action we will take, and the reasoning behind our decision.

Step 4: Escalation

If you are not satisfied with our final response, or if 8 weeks have passed and we have not issued a final response, you may escalate your complaint to the Financial Ombudsman Service (see below).

What If You're Not Satisfied?

If you are unhappy with our final response, or if we have not resolved your complaint within 8 weeks, you can refer your complaint to the Financial Ombudsman Service. The Financial Ombudsman Service is a free, independent service that resolves disputes between consumers and financial services firms.

Financial Ombudsman Service Contact Details

• Phone: 0800 023 4567 (free for UK landlines and mobiles)
• Phone (from abroad): +44 20 7964 0500
• Email: complaint.info@financial-ombudsman.org.uk
• Website: www.financial-ombudsman.org.uk
• Post: Financial Ombudsman Service, Exchange Tower, London, E14 9SR, United Kingdom

You must refer your complaint to the Financial Ombudsman Service within 6 months of receiving our final response.

Submit a Complaint Online

Complaints Data

Greyshore Financial Trust is committed to transparency. Below is a summary of our complaints handling performance:

• 2024: 2,847 complaints received | 94% resolved within 8 weeks
• 2023: 2,612 complaints received | 93% resolved within 8 weeks
• 2022: 2,431 complaints received | 95% resolved within 8 weeks

Our full complaints data report is available upon request.

Our Promise to You

Greyshore Financial Trust promises to:

• Treat you fairly and with respect at all times
• Acknowledge your complaint promptly
• Keep you informed of our progress
• Provide a clear and detailed final response
• Learn from your feedback to improve our services