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Complaints Procedure

We're committed to providing excellent service, but if something goes wrong, we want to know about it.

Our Commitment

At CGR Financial, we strive to provide the highest standard of service. However, we recognise that sometimes things can go wrong. If you're unhappy with any aspect of our service, we want to hear from you so we can put things right.

We treat all complaints seriously and will investigate them thoroughly and fairly. Our aim is to resolve complaints quickly and to your satisfaction.

How to Make a Complaint

You can make a complaint by:

Email enquiries@cgr-financial.com
Phone 028 90 029 029
Post 319a Antrim Road, BT36 5DY

Information to Include

To help us investigate your complaint quickly, please provide:

  • Your full name and contact details
  • A clear description of your complaint
  • When the issue occurred
  • Any relevant documentation or reference numbers
  • What outcome you're seeking

What Happens Next

Acknowledgement

We will acknowledge your complaint promptly, usually within 5 business days. We'll let you know who is handling your complaint and how to contact them.

Investigation

We will investigate your complaint thoroughly and fairly. This may involve:

  • Reviewing relevant files and records
  • Speaking with staff members involved
  • Requesting additional information from you

Resolution

We aim to resolve complaints within 8 weeks of receipt. We will send you a final response letter that:

  • Summarises our understanding of your complaint
  • Explains our investigation findings
  • Sets out our decision and any remedial action
  • Informs you of your right to refer to the Financial Ombudsman Service

If You're Not Satisfied

If you're not happy with our final response, or if 8 weeks have passed since you first complained, you may be able to refer your complaint to the Financial Ombudsman Service (FOS). The FOS is a free, independent service for resolving disputes between consumers and financial services firms.

Financial Ombudsman Service

  • Website: www.financial-ombudsman.org.uk
  • Phone: 0800 023 4567 (free from mobiles and landlines)
  • Email: complaint.info@financial-ombudsman.org.uk
  • Post: Financial Ombudsman Service, Exchange Tower, London E14 9SR

You must contact the FOS within 6 months of our final response. The FOS may not be able to consider your complaint if you wait longer than this.

Our Regulatory Status

CGR Financial Ltd is an Appointed Representative of PRIMIS Mortgage Network, a trading name of First Complete Ltd. First Complete Ltd is authorised and regulated by the Financial Conduct Authority. Our complaints procedure is designed to meet FCA requirements and ensure you are treated fairly.

Feedback

Even if you don't wish to make a formal complaint, we welcome feedback on our services. Your comments help us improve and provide better service to all our clients.