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COMPLAINTS PROCEDURE

GRN Financial Services Limited is an appointed representative of PRIMIS Mortgage Network, a trading name of Personal Touch Financial Services Ltd. Personal Touch Financial Services Ltd is authorised and regulated by the Financial Conduct Authority.

We are committed to providing a professional service to all our customers. If you are unhappy then we want to hear about it so we can try to put things right. With this in mind, we have the following complaints procedure in place.

You can make a complaint by any reasonable means including telephone, letter, or email.

Our contact information

  • Write to: GRN Financial Services Limited, 15 Bath Street, Leek, ST13 6JQ
  • Telephone: 01538 807101
  • Email: office@grnfinancialservices.co.uk

If you prefer, you can also refer your complaint to PRIMIS directly:

  • Write to: PRIMIS Mortgage Network, Customer Resolution Team, Ground Floor, Birmingham Business Park, B37 7YT
  • Telephone: 0121 767 1139
  • Email: complaints.solihull@primis.co.uk
  • PRIMIS complaints information

The same section of the PRIMIS website contains more information about its role in complaints handling and how Appointed Representative relationships work.

How we will handle your complaint

Simplified Complaints

We will use this process if your complaint is about a simple matter that we can look into and solve quickly and easily, and you direct it to us rather than directly to PRIMIS Mortgage Network in the first instance.

We will investigate your complaint and aim to resolve it within three business days following the date of receipt. If you are happy to accept our proposed resolution, we will send you written confirmation of our investigation.

If you cannot confirm acceptance by the end of the third working day, the case will be referred to PRIMIS Mortgage Network and handled in line with the Formal Complaint process below. If your complaint is more complex or is unlikely to be resolved quickly, we will usually refer it to PRIMIS straight away.

Formal Complaints

The formal complaints process will be used where we cannot resolve your complaint to your satisfaction within three working days, your complaint requires more complex investigation, you send it directly to PRIMIS, or you ask us to deal with it formally.

Upon receipt, PRIMIS will acknowledge your complaint promptly and investigate it fairly and impartially. They will write to you within eight weeks to confirm the outcome of their investigation.

If the investigation is not complete within eight weeks, PRIMIS will explain why, say when you can expect to hear from them and provide details of the Financial Ombudsman Service.

The Financial Ombudsman Service

If, following PRIMIS’ investigation, you are still unhappy with the outcome, you have a statutory right to refer your complaint to the Financial Ombudsman Service within six months of receiving the final response. The service is free of charge to consumers.

Let us know if you need any extra help or support. We are committed to providing a complaints service that is accessible to all our customers. If there are circumstances that mean we need to change how we handle your complaint, please tell us when you contact us.

Contact GRN Financial Services