Complaints Procedure

When you use our services, we will tell you about our complaints handling procedure. We will do this:

  • in writing – at or immediately after the point of sale;
  • by giving you a copy of it, if asked to do so; and
  • by giving you a copy of it, if you send us a complaint.

If you are not satisfied with any aspect of the service you have received from B&G Finance Ltd we would like you to tell us your concerns. You can contact us in any way that is convenient to you including by e-mail, post or by telephone. Our contact details are shown below.

We will do our best to resolve your complaint by the close of business on the third business day following the day on which it is received.

If we resolve your complaint by the close of business on the third business day following the day on which it is received, we will send you a written summary resolution communication informing you that your complaint has been resolved and we consider the matter to be closed. We will also tell you that if you disagree that the matter has been resolved, you should contact us within 14 days. If you remain dissatisfied with our subsequent response and are an eligible complainant, you can refer your complaint to the Financial Ombudsman Service within six months of receipt of our summary resolution.

If we cannot resolve your complaint by the close of business on the third business day following the day on which it is received, we will send you an acknowledgement which includes our complaints procedure. We will write to you within 5 working days thereafter to advise who is responsible for your complaint and we will also request any further information we require. We will advise you of a time limit by which we require the information we have requested.

We will endeavour to complete our investigation and provide you with a final response as soon as possible. However, should we still be investigating your complaint, we will provide you with a meaningful update no later than every 28 days.

We will issue a final response letter within eight weeks of receiving your complaint.

Should you remain dissatisfied, our final response letter explains that you can refer your complaint to the Financial Ombudsman Service if you are an eligible complainant. We will enclose a leaflet from the Financial Ombudsman Service with our final response letter, or in the case of an electronic communication, we will include the Financial Ombudsman Service’s link to its leaflet. You should contact the Financial Ombudsman Service within six months from the date of our final response.

If we do not provide our final response letter within eight weeks of receiving your complaint, you can refer your complaint to the Financial Ombudsman Service without it.

Contacts

B&G Finance Ltd

Customer Service: 0800 249 4555

Trading Address: B&G Finance Ltd, 23 Finsbury Circus, London, England, EC2M 7EA.

Email: complaints@bassetgold.co.uk

Financial Ombudsman Service (FOS)

Exchange Tower
London
E14 9SR

Consumer helpline: 0800 023 4567 or 0300 123 9123
Switchboard: 0207 964 1000
Fax: 0207 964 1001
Email: complaint.info@financial-ombudsman.org.uk

We are required to make you aware of the European Commission’s Online Dispute Resolution platform (ODR) which allows you to make a complaint about online purchases through the platform. This platform may be used to facilitate resolution of disputes and sits alongside our existing complaints procedure. For more information click here.

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