At GoCaptain, we are fully committed to providing the highest level of service to our customers. If in any way you feel dissatisfied with the service we provide, please make your concerns known to us directly, following the process below. We endeavour to resolve all matters promptly, fairly and efficiently.
Want to make a complaint?
Email us at firstname.lastname@example.org
Definition of a complaint
A complaint is any expression of dissatisfaction by an individual, whether justified or not. This may include any expression of dissatisfaction, whether oral or written, and whether justified or not, from or on behalf of an eligible complainant about GoCaptain's provision of, or failure to provide, a financial service. A complaint may also refer to expressions of dissatisfaction of another firm / third party to which are in partnership with GoCaptain. An individual may make a complaint if they feel that GoCaptain, or any of our partners have failed to provide a service or an acceptable standard of service or made a mistake in the way the service was provided failed to act in a proper way.
When to expect a response
Within 3 - 5 working days of receiving your complaint, you will receive a written response from us acknowledging your complaint and confirmation of how it is being dealt with. Where we need to conduct an internal investigation, which may involve liaising with third party suppliers and awaiting supporting documentation, we may not be able to provide a resolution right away.
If we can’t resolve your complaint within 5 working days, you will receive a response from us acknowledging your complaint and confirmation of how it is being dealt with within 5 working days. Once an investigation into your complaint has been completed, we will write to you with our findings and any proposed resolution. Whilst our intended maximum response time to provide a final response is 8 weeks, in line with regulatory requirements; we will endeavour to keep you informed of the progress of our investigation and the status of your complaint in advance of that.
How we handle your complaints?
Complainants can contact us by phone or email. The complaint should be logged by the person receiving it in this policy every employee must take responsibility for dealing with a complaint if approached or contacted by a complainant.
Our final response
Once our investigation has ended, we will inform you of our final response via email. This will provide full details of the findings of our investigation and confirmation as to whether your complaint has been upheld or rejected, with an according redress or resolution.
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