OUR COMMITMENT

         

GAJ Associates Ltd will at all times strive to provide you with a high level of service and customer care in all its dealings with you. However, occasionally things can go wrong and we may fail to meet your expectations. Should this occur then our Complaints Procedure allows us to deal with complaints fairly, effectively, consistently and promptly.

 

WHAT TO DO IN THE UNLIKELY EVENT YOU HAVE A COMPLAINT:        

 

Complaints should be made within six months of the date you became aware of the cause of the complaint and should be made as follows:

In writing to:

Customer Service Department

GAJ Associates Ltd  

33 Cheadle Avenue

Liverpool

L13 3AE,

By telephone: 0151 254 6980

By email to  info@gajassociates.com

 

Complaint Process:

 

We will send you a written or electronic acknowledgement of a complaint within five business days of receipt.  We will provide you with the name of the person who will be handling the complaint.

Within 28 days of receiving a complaint, we will provide either:

   1.  a final response which  addresses the issues raised in the complaint ; or

   2. a holding response, which explains why we are not yet in a position to resolve the complaint and indicates               when we will make further contact with you

Within 56 days of receiving a complaint we will provide either:

    1. a final response which  addresses the issues raised in the complaint; or

    2. reasons as to why we are still not in a position to make a final response, giving reasons for the further delay          and indicating a timescale for a final response.  Should you be dissatisfied with the delay then you may refer          the handling of the complaint to the Claims Management Regulator.

 

If we cannot resolve your complaint to your satisfaction, or  if your complaint  is not resolved after eight weeks from our receipt of your complaint,   you may refer the complaint to:   

The Claims Management Regulator,

57-60 High Street

Burton-upon-Trent,

Staffordshire,

DE14 1JS.

Telephone 0845 450 6858.        Email info@claimsregulation.gov.uk

The Regulator can review the handling of the complaint and can give a direction on further handling of the complaint. However, he cannot determine a complaint or award compensation.