Frequently Asked Questions
Complaints Handled by the Financial Ombudsman Service
Click4GAP is committed to providing a high-quality service to everyone we deal with. To make sure this is the case, we rely on you to give us any comments about our service, and tell us when there are areas that we could improve. We listen to your comments and treat them very seriously. We take all comments on board and learn from them so that we can continuously improve our service.
If you feel we haven't provided the service you’d expected from us, we do of course value the opportunity to put things right straight away.
Click4GAP is an FCA regulated company and you have the protection of the Financial Ombudsman Service (FOS). This means if you remain unhappy with our response or decision you are entitled to complain to the FOS.
The Financial Ombudsman Service is a UK based ombudsman service which was established in 2000. It was given statutory powers in 2001 by the Financial Services and Markets Act 2000 to help settle disputes between consumers and UK-based businesses providing financial services.
If this happens, the FOS will make an immediate charge to the company to investigate your comments, regardless of whether or not they uphold your complaint. They make the final decision and we must abide by it. The ombudsman makes its decisions on the basis of what it believes to be fair and reasonable in the particular circumstances of each case. When making decisions on individual complaints, the law requires the ombudsman to take into account: regulator’s rules; relevant law and regulations; codes or practices; guidance and standards; and (where appropriate) what they consider to have been good industry practice at the relevant time.
This means that an independent authority has the final say – not a company employee.