Our complaints policy and procedures

Grosvenor is fully committed to providing a high-quality service to all our customers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.

If you have a complaint, please contact us with a full breakdown of the issue including all relevant details. This can be done in writing by letter or email or contacting the Grosvenor Customer Services by phone.

The details are as follows:

In writing by post:
Lindsey House
1 Station Road
KT15 2AL

In writing by email: info@gcmi.co.uk
Phone: 0330 390 4555
(Phone lines are open between 09:00 and 17:00 Monday to Friday)

Our commitment to you

At Grosvenor each of our customers is important to us, and we believe you have the right to a fair, swift and courteous service at all times. You will be treated with courtesy and fairness at all times.

When we are in receipt of your complaint we will deal with it promptly, effectively and in a positive manner.

We strive to address and complete all complaints by the end of the following business day of it being submitted to us, however if we are unfortunately unable to do so due to the complexity of the complaint then the following procedure will apply.

Grosvenor Credit Management & Investigations Complaints Procedure

1) Once you have submitted your complaint we will endeavour to resolve your concerns within 3 business days, this will depend on the complexity of the concerns raised. If resolved within this time frame we will send you a Summary Resolution Communication detailing what you can do if you are unhappy with our response.

If we are unable to resolve your complaint within three business days we will send you a letter or email acknowledging receipt of the complaint within five business days enclosing a copy of this procedure.

2) Your complaint will be passed through to the relevant department for the Manager to look into and assess. We will then investigate your complaint and endeavour to send a final response to you within 4 weeks of receipt of your complaint. If we are unable to provide you with a final response within this time we will send you an update as to why we haven’t sent a final response and when you can expect a response.

3) We will endeavour to send a final response to you within 8 weeks of receipt of your complaint. If we are unable to provide you with a final response within this time frame, we will write to you in advance explaining why we will be unable to come to a conclusion and advise you when you can expect to receive a final response from the relevant department dealing with your complaint.

4) If more than 8 weeks from the date of your complaint has passed and you haven’t received a final response, or you are dissatisfied with the final response you have received (at any stage of the process) you can write to The Financial Ombudsman. If you want the Financial Ombudsman to consider your complaint, you must send your complaint to them within 6 months of the date of our final response.

In writing by post:
The Financial Ombudsman Service
Exchange Tower
E14 9SR
Telephone: 0300 1239 123
In writing by email: complaintinfo@financial-ombudsman.org.uk

Information regarding the service can be found on the Financial Ombudsman website:

GCMI Enforcement Group Complaints Procedure

1) Once you submit your complaint, we will acknowledge and allocate a Complaints Officer to investigate. We will aim to provide a full response to your complaint within 10 business days. All serious nature complaints will be escalated for a senior manager to investigate.

In all cases a senior manager will review the outcome and respond within the 10 business days timescale.

2) If you are dissatisfied with the response to your complaint, please contact us and tell us why you are not happy and / or how you would like to see the complaint resolved.

Your response will be allocated to a GCMI Enforcement Group director to review the investigation, complaint procedure and primary response. They will then respond to you directly with their findings within 10 business days. If their investigation is likely to take longer, you will be contacted and a reason why and time frame to coming to a result will be provided.

3) If you are unhappy with the response of the GCMI Enforcement Group director, please respond to them within 1 month. We will then assign another director who has been independent of the complaints procedure and they will respond to you within 10 business days.

We may invite you into a meeting to view body worn video footage or to listen to recorded calls if this helps. This will be arranged with you and at a place and time that is convenient for you and any representation you may wish to be present.

Should you be dissatisfied with our 3 stage complaints procedure or wish to appeal the final response you have received you can contact or write to;

The Civil Enforcement Association (CIVEA)
PO Box 745

Website – www.civea.co.uk
Email – admin@civea.co.uk
Telephone – 0844 893 3922


The Local Government & Social Care Ombudsman. If you want the LGO to consider your complaint, you will need to visit their website and complete a complaints form online.

Website – www.lgo.org.uk
Telephone – 0330 061 0614


All complaints received will be dealt with confidentially and in accordance with the requirements of the Data Protection Act 2018.

Recording complaints

We log all complaints we receive so that we can assess the types of problems, how long we are taking to deal with them and the best way to rectify the situation. This also helps us to look at how we can improve our service. We will handle your information in line with data protection legislation.

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