Complaints Publications
Complaints Figures from:
31st December 2020 to 30th December 2021
Complaints Publication Report
We want all our customers to have a positive experience when using our services.
Gladstone Brookes ltd aim to treat customers fairly at all times and improve our overall customer service, we treat all customer complaints seriously and have a dedicated complaints procedure that we follow when handling complaints. In the unlikely event that you need this, it can be located at https://www.gladstonebrookes.co.uk/complaints-procedure/ and our Terms & Conditions can be located at https://www.gladstonebrookes.co.uk/terms-conditions/
We aim to make our documentation clear and easy to follow and as customer data is very important to you and us, we have strict data protection rules in place to protect you. If you ever want more information on data processing, you can view our privacy policy at https://www.gladstonebrookes.co.uk/privacy-policy/
Gladstone Brookes no longer take on or provide regulated claims management activity, however, we remain committed to being transparent with our customers and reacting to our existing customers experience including the reasons for customer complaints, so that we can ensure fair treatment and where appropriate, put things right.
There has been a significant reduction in the overall volume of complaints received in the aforementioned reporting period in comparison to the previous one. This correlates with the cessation of our claims management activity.
As Gladstone Brookes ltd was a sole product firm dealing with PPI Claims and the deadline imposed for pursuing such cases, Gladstone Brookes Ltd did not take on any new cases during this reporting period and, therefore, it is not possible to calculate the provision in the usual manner. In light of this, we have calculated the provision in the table below based on cases open at 31.12.2021 rather than cases opened in the reporting period.
| Provision (at end of reporting end date) | Intermediation (within the reporting period) | Number of complaints opened | Number of complaints closed | Closed within 3 days (%) | Closed After 3 Days but within 8 weeks (%) | Upheld (%) | Main Cause of Complaints opened | |
| Banking and credit cards | N/A | N/A | N/A | N/A | N/A | N/A | N/A | N/A |
| Home finance | N/A | N/A | N/A | N/A | N/A | N/A | N/A | N/A |
| Insurance and pure protection | N/A | N/A | N/A | N/A | N/A | N/A | N/A | N/A |
| Decumulation and pensions | N/A | N/A | N/A | N/A | N/A | N/A | N/A | N/A |
| Investments | N/A | N/A | N/A | N/A | N/A | N/A | N/A | N/A |
| Credit Related | N/A | N/A | N/A | N/A | N/A | N/A | N/A | N/A |
| Claims Management | 82 per every 1000 complaints | N/A | 1052 | 1050 | 14% | 86% | 60% | Customer service issues (including call handling) |
| Total | 82 per every 1000 complaints | N/A | 1052 | 1050 | 14% | 86% | 60% | Customer service issues (including call handling) |
Previous Complaints Publications:
31st December 2019 to 31st December 202001st April 2019 to 31st December 2019