We take complaints seriously. Here's how to raise a concern and what to expect from us.
Last updated: 1 January 2025
At Glender, we are committed to providing an excellent service. However, we recognise that sometimes things go wrong. If you are unhappy with any aspect of our service, we want to hear about it so we can put things right and improve for the future.
You can raise a complaint with us through any of the following channels:
When making a complaint, please provide:
We will acknowledge your complaint within 3 business days of receiving it. Your acknowledgement will include the name of the person handling your complaint and a reference number for your records.
A senior member of our team will investigate your complaint thoroughly. During the investigation, we may contact you for additional information. We will keep you informed of progress throughout the process.
We aim to resolve complaints as quickly as possible. We aim to provide you with a final response within 8 weeks of receiving your complaint. Our final response will include:
Complaints about Glender's technology or introduction service should be raised with Glender using the details above. Complaints about a regulated service (for example a regulated mortgage or regulated credit agreement) should be raised with the authorised firm that provided it. Any right to refer a complaint to the Financial Ombudsman Service applies only where the authorised firm's final-response letter confirms it.
We maintain records of all complaints received, including details of the complaint, our investigation, the outcome, and any remedial action taken. These records are retained for a minimum of 3 years from the date the complaint was received.
We review all complaints to identify patterns and areas for improvement. Feedback from complaints is shared with our senior management team and used to improve our processes, training, and service delivery.