Our Complaints Policy

Gregson and Brooke take customer satisfaction very seriously. Should you have the need to make a complaint, it will be dealt with promptly and professionally according to our internal complaints procedures.

How can I make a complaint?

You may complain to:-
Gregson and Brooke Ltd
8 Saville Street

Bolton

BL2 1BY

Tel.  0871 210 8808

What happens next?

Our customer relations department will acknowledge your complaint within 5 days. We aim to fully investigate and respond to your concerns within 4 weeks. If this is not possible, we will write to you to explain why we are not yet in a position to resolve the complaint. We will then write to you again within 8 weeks of receipt of your complaint with either a full response or advising you that we are still unable to resolve your complaint. At this stage (after 8 weeks) you then have the right to refer your complaint to the regulator if you are not satisfied with the delay. Their address details are below.

If we decide that redress is appropriate, we will provide you with fair compensation for any acts or omissions for which we are responsible and will comply with any offer of redress which you accept. Appropriate redress will not always involve financial redress.

We reserve the right to decline to consider a complaint which is made more than six months after the complainant became aware of the cause for the complaint.

I’m not satisfied with the response…What can I do?

If you have received a final response and still consider your complaint to be unresolved, you have the right to refer your complaint to the Claims Management Regulator, the Ministry of Justice.

Claims Management Regulator
57-60 Hight Street
Burton on Trent
Staffordshire
DE14 1JS

info@claimsregulation.gov.uk
Tel: 0871 450 6858