If you complain, your complaint will be acknowledged within 2 working days of receipt and we aim to resolve complaints within 5 working days. Once an assessment and full investigation of your concerns has been made we will respond with a decision. Most of our customers’ concerns can be resolved quickly but occasionally more detailed enquiries are needed. If this is likely we will contact you with an update and give you an expected date of response. This will not be beyond 20 working days from when you first made your complaint. If you are dissatisfied with our final decision you can refer the matter to the Financial Ombudsman Service (FOS).
The FOS will only consider your complaint if you have given us the opportunity to resolve it and so please follow the steps below. If however we do not resolve your complaint within 40 working days the FOS will accept a direct referral. Whilst we are bound by the decision of the FOS you are not. Following the complaints procedure does not affect your right to take legal action.
Step 1: Seek resolution by writing to or telephoning the Managing Director, Guaranteed Conveyancing Solutions Limited at GCS House, High Street, Heathfield, East Sussex TN21 8JD (telephone 01435 868050).
Step 2: If you remain unhappy with the decision you receive please write with full details including Policy number and/or claim number to The Chief Executive, Evolution Insurance Company Limited, Level 2, Ocean Village Business Centre, 23 Ocean Village Promenade, Gibraltar. A review of the matter will then be carried out at a senior level and a final decision given.
Step 3: If after making a complaint to us you are still unhappy and feel the matter has not been resolved to your satisfaction please contact the FOS at Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London E14 9SR.