Complaints Policy

Complaints Policy for Gaba Principle

Gaba Principle are committed to providing services of the highest standard. If you are not entirely satisfied with any aspect of our service, please let us know immediately.

We will investigate your complaint competently, diligently and impartially.

How to make your complaint:

Please let us know what your complaint is by calling us or emailing us. Our contact information is detailed at the bottom of this document.

Information we need regarding your complaint:

  • Your name, email and phone number
  • Preferred method of contact
  • Details of the transaction your complaint relates to
  • A detailed and clear description of your complaint and all parties involved
  • Details of what you would like us to do to resolve your complaint
  • Copies of any relevant supporting documentation

What happens next?

We will contact you within 3 working days of receipt of your complaint to let you know we are reviewing your complaint and clarify any matters if required. If we can resolve your complaint within 3 working days we will send you a Summary Resolution Communication which is a written confirmation to confirm that you made a complaint, our resolution to your complaint and that we now consider the matter resolved and the reasons behind that decision.

If you subsequently decide that you are dissatisfied with the resolution of the complaint, you may be able to refer the complaint to The Financial Intermediary and Broker Association (FIBA), the Information Commissioner’s Office (ICO) or the Financial Ombudsman Service whose website can be found at  https://www.financial-ombudsman.org.uk/ , dependent upon the circumstances surrounding the case.

We will keep you regularly updated about what’s happening and discuss our findings as we investigate your complaint. We will consider all the available evidence, the circumstances, relevant laws and regulation.

Once we have investigated your complaint, we will write to you with our final response which will be a detailed letter which will tell you what we have found, what we plan to do and how we came to our decision.

Contact Number: +44 (0) 20 7081 2820   Email: sophie@gabaprinciple.com