Complaints
We are committed to handling your complaint fairly and thoroughly. Every complaint is treated in the same way, following our internal process to ensure it is resolved properly.
More information on complaints can be found below:
Feedback
Use this form to share your experience with us, whether someone provided great service or if you think we could have handled things better.
If something went wrong and has caused significant distress or financial issues, please submit a formal complaint instead. To make a complaint online please complete the complaints form available on our website.
You can access it by visiting our complaints page, where you will find the form and further instructions on how to submit your complaint.
Complaints & Feedback FAQ’s
The complaint’s process has three steps
INVESTIGATION
We will gather all necessary information related to your complaint and carry out a detailed investigation, during this process we may contact you if we need more details to help us understand and resolve the issue.
FINAL DECISION
We aim to send you in written explanation of our final decision within 8 weeks. If it takes longer to resolve the complaint, we will let you know the reason for the delay and keep you informed throughout the process.
CUSTOMER NOTIFICATION
We will work hard to resolve your complaint as quickly as possible, always keeping you informed every step of the way.
We’re committed to resolving any concerns as swiftly as we can. While some complaints may take up to 8 weeks to fully address, we’ll keep you informed throughout the process and aim to resolve them much sooner.
If you’re not satisfied with our response, you can report your complaint to the GFSC.
Here are the details for contacting the GFSC:
Address: Gibraltar Financial Services Commission, PO Box 940, Suite 3, Ground Floor, Atlantic Suites, Europort Avenue, Gibraltar.
Phone: Number +350 200 40283
Email: complaints@fsc.gi
