Complaints Handling Procedure

At GTN Europe Financial Services Limited (“GTN Europe”), we pride ourselves on the level of service we provide for our clients.  However, should we fall short, and you have reason to be dissatisfied with our services, please get in touch and let us know and we will aim to resolve your complaints fairly and promptly.

GTN Europe is authorised and regulated by the Financial Conduct Authority and is subject to the jurisdiction of the Financial Ombudsman Service (FOS).

If someone is going to complain on your behalf, please send us written permission for us to deal with them.

How to make a complaint

If you wish to make a complaint, please do so in writing, via:

  • Email: UKCompliance@gtneuropefs.com; or
  • Post, marked for the attention of the Head of Compliance, GTN Europe Financial Services Limited, 1-2 Charterhouse Mews, London, EC1M 6BB.

In your complaint, please set out all the facts clearly and provide us with any information you think will assist us in resolving your complaint.

What happens next

Once we have received your complaint, we will write to you to acknowledge your complaint. We will investigate your complaint and send you a final response. We will endeavour to respond to your complaint as soon as possible in accordance with the FCA Dispute Resolution Rules, and in any event will respond 8 weeks from the date we receive your complaint.

If we are unable to provide you with our final response within eight weeks, we will write to you explaining why, and let you know when you can expect to receive our final response.

Financial Ombudsman Service

If more than 8 weeks have passed from the date you first made you complaint, or you are dissatisfied with our final response you may refer your complaint to The Financial Ombudsman Service (FOS).

The Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Tel: 0300 123 9 123 or 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk
Website: http://www.financial-ombudsman.org.uk/

Please note you must refer your complaint within 6 months of the date of our final response. If you do not refer your complaint within 6 months, we will not give our consent to the FOS investigating your complaint.