Complaints Procedure

Gallium aims to provide a first class service to all those who use its services.

Should you be unhappy with the services of Gallium and wish to make a complaint you should either:

  • write to Complaints Investigator, Gallium Fund Solutions Limited, Gallium House, Unit 2, Station Court, Borough Green, Sevenoaks, Kent, TN15 8AD; or
  • email Gallium at tony@gallium.co.uk; or
  • telephone Gallium on 01732 882 642.

Regardless of the size, Gallium treats all complaints seriously.

Gallium will follow its Complaints Procedure and aims to resolve any complaint within one business day.

Should the complaint be a complex matter that requires more time Gallium will aim to resolve the complaint within eight weeks. At all times the complainant will be kept abreast of the situation in line with Gallium’s Complaints Procedure.

If you are not satisfied after receiving a final response from Gallium, you can take your complaint to the Financial Ombudsman Service.

The Financial Ombudsman Service

The Financial Ombudsman Service has been set up by law to provide consumers with a free, independent service for resolving disputes with financial firms. However, the Financial Ombudsman Service cannot deal with your case unless you have first given Gallium the chance to put things right. Under normal circumstances, Gallium has up to 56 days to deal with your complaint. You will usually then need to take your complaint to the Financial Ombudsman Service no later than six months from the date on the letter giving you Gallium’s final response.

You can contact the Financial Ombudsman at Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London, E14 9SR. Website: www.financial-ombudsman.org.uk