Complaint Rejected


Has your complaint been rejected? Is your claim being sent to the Financial Ombudsmans Service (FOS)? What will happen next? All the questions below are from customers who have been in exactly the same position as you.

Frequently Asked Questions

  • I have received a letter rejecting my complaint – what should I do now?

    We try to ensure that our initial call is structured so that any cases which we do not believe will be successful are not pursued. This is to avoid any wasted time for Gladstone Brookes, the lenders and more importantly – you. However, in some cases the lenders will choose to reject a complaint after reviewing the circumstances of your sale.

    If you have received a rejection, it is important that you contact us to let us know. The majority of times the lender will have sent the same letter to us, however, occasionally this does not happen. It is important that you contact us as soon as possible because there are deadlines within which we need to appeal the decision, so we need to act quickly.

  • What do I need to do to refer my complaint to the Financial Ombudsman Service (FOS)? It sounds complicated…

    We will do all of the administration needed to present your complaint to FOS; all we need from you is:

    • Consideration of what the lender has said in their decision. In order for us to appeal their decision we need to address the points that they have raised. We would ask that you read their letter and note down any comments that you have. We will then use your points as the main part of our referral to FOS.
    • Sign and return the forms that we will collate on your behalf. Please return to us as soon as possible with any information that we need, as FOS will only accept cases within 6 months of the date of the lender’s final response letter.

    Once we have all we need, we will present the appeal to the Financial Ombudsman Service and keep you updated from there.

  • Why am I being referred to the Financial Services Compensation Scheme (FSCS)?

    The FSCS are an independent body who handle complaints on behalf of lenders who have gone out of business. They have a similar review process to the lenders and will look to compensate you if they feel you have been mis-sold the Payment Protection Insurance policy.

  • I was told I had a viable claim – why has it been rejected?

    In your initial call we are only given your version of events to make our choice whether to accept your complaint or not. However, once your complaint is presented to the lender, they will review your file of papers and may have a different version of events. This does not mean that you are not entitled to your premiums back, just that we need to address the points raised by the lender and may refer your complaint to the Financial Ombudsman Service (FOS) if need be.

  • How will you update me whilst my complaint is being referred to the Financial Ombudsman Service (FOS)?

    Once the initial referral forms are completed and submitted the process of dealing with the FOS can be intermittent. We will keep in touch with you throughout the process by letter, email and text depending on what form of contact you prefer.

  • This sounds like a lot of work – will I be charged extra?

    We have reviewed your complaint and believe that it still has merit, therefore we will continue to represent you within the terms of the original agreement. Therefore no further charge will be made and you will only pay our invoice if you are successful.

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