Complaints Process

Our Objective:

At Gallagher, we take great pride in the level of service we provide to our customers. However, we recognise that there may be times when we fall short of these standards. To address such situations, we have established a clear and effective process.

Our aim to have all complaints dealt with and resolved within 5 days of receipt.  Circumstances may arise where it may not be feasible to adhere to this time frame:

• To respond to complaints in a courteous, timely and fair manner.
• To endeavour to address the specific issues raised by our customers and, where appropriate, update our procedures to avoid re-occurrence of problems.
• Our complaints are analysed on a quarterly basis, again to identify any trends, which may result in updating procedures to avoid re-occurrence.
• To endeavour to achieve a situation where our customers feel we have addressed the complaint, should you remain dissatisfied with the outcome of our efforts, to ensure that you are notified of the right to refer the matter to the Financial Services Ombudsman or Pensions Ombudsman.
• Ensure we provide additional assistance during this process for clients in vulnerable circumstances. Please let us know if we can assist you in any way during the complaints process. 

The Process:

Notification:

• The complaint notification is logged on our complaints database. All further communications are recorded throughout the life cycle of the complaint.
• We will acknowledge your complaint within 5 working days of the receipt of the complaint.
• You will be provided with the name of the individual who will be appointed as your point of contact throughout the process.
• An update will be provided to you on the progress of the investigation by email within 20 working days of the complaint being made
• A decision on your complaint will be provided to you, in writing within 40 business day of the complaint being made (The Final Response)
• If you are not satisfied with the Final Response, you may be eligible to refer your complaint to the Financial Services and Pensions Ombudsman (FSPO). Contact Details:

Complaints Process as of March 2026