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Complaint Handling Process

Procedures for making a complaint

At Gilrose Finance, we value our customers by consistently providing quality customer service. If you are not satisfied with the service which was provided by us or one of our representatives, we would welcome your feedback. You can make a complaint by writing to us through our website under the “Feedback” section, or you can also send us your complaint via mail, by posting it to us.

This process is designed with an aim to enhance customer satisfaction by handling complaints fairly, efficiently and effectively.

Received complaints

When your complaint is received, we will respond to you within three working days. The email will include a reference number, which will be used as a reference for all future communications in relation to your complaint.

Our complaint handling representative will be in contact with you within the next three working days to discuss the details of your complaint and advise you on our next course of action. The complaint handling representative will then investigate all the relevant circumstances and information provided by you.

Standard time frame

Our standard timeframe to resolve a complaint is three working days; however, depending on the nature of the complaint, a longer time frame may be required.

Decision notice

When there is an outcome on your complaint, a decision notice will be sent to you. The decision notice will include a summary of our findings regarding your complaint, together with a resolution. Please confirm with us whether you are satisfied with the solution offered within five working days, from the date of the decision notice so that any necessary action can be taken.

Deadlock notice

In the event that you are not satisfied with the solution offered and an agreement cannot be met, the complaint will then reach deadlock and you will be issued a deadlock notice. The deadlock notice includes a deadlock reference number, which you may use as a reference for any future communications.

What happens when a complaint reaches deadlock?

In the event that we are unable to reach an agreement, we are a member of the Financial Disputes Resolution (FDR). You may contact FDR within three months from the date of the deadlock notice, if you wish to pursue matters further. If you wish to learn more about the service that FDR provides, please visit