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Complaints process

MAKING A COMPLAINT — WHAT YOU NEED TO KNOW

We want you to be totally happy with everything connected with Guardian. But we recognise that, from time to time, we may make mistakes.

That’s why we have a formal complaint-handling procedure to help us sort out your concerns as quickly as we can and hopefully put things right.

For more information on making a complaint relating to your personal data, please visit here.

HOW DO I COMPLAIN?

You can contact us using any of the methods below. You don’t need to use a specific form.

0808 133 1821 (8:30am – 5:30pm Monday to Friday). Your call might be recorded to help us keep improving our service.

Guardian complaints, Forbury Works, 37/43 Blagrave Street, Reading RG1 1PZ

You can also raise your concern through any of our usual adviser service channels.

WHAT INFORMATION WILL I NEED TO GIVE YOU?

We’ll ask you about your complaint and what, ideally, you’d like us to do to put it right.

WHO DEALS WITH MY COMPLAINT?

If we can’t solve it straightaway when you get in touch, we’ll keep you up to date with how it’s progressing.

HOW LONG WILL IT TAKE?

If we can’t resolve your complaint immediately, we’ll give you an update within 4 weeks and a final response no later than 8 weeks.

WHAT DO I DO WHEN MY CLIENT HAS A COMPLAINT?

We have a formal complaint-handling procedure for customers which you can view here. If you’ve got any further questions, please get in touch.