GetGround’s Complaints Procedure
At GetGround we are committed to providing world-class customer service. However, if you are not satisfied with any aspect of our service, please get in touch and we will look into this for you. We value every piece of feedback we receive from customers and appreciate the opportunity to improve the service for both you and everybody else.
How do I make a complaint?
Email: Email us at complaints@getground.co.uk
Phone: Speak to a member of the Customer Support team by calling +44 20 4525 7714
Post: Complaints Team, GetGround, 1 Lyric Square, London, W1 6NB
What happens next?
A member of the team will confirm receipt of your complaint via email within 1 business day of receiving it and will provide an initial response to your complaint within 3 business days. A final viewpoint letter, in relation to our investigation, will be sent to you within 15 business days from receipt of the complaint.
In exceptional circumstances, the investigation may take longer and we may require up to 5 weeks to provide you with our final viewpoint letter.
If your complaint relates to credit brokerage services and/or Investment Pots provided by an appointed representative firm, including GetGround Commercial Finance Limited, GetGround Property Finance Limited or GetGround Limited, this will also be referred to the respective principal firms: The Fiducia Network Limited (FRN: 917537); Stonebridge Mortgage Solutions (FRN: 454811) and RiskSave Technologies Ltd (FRN: 775330). The principal firm will assist us with any response where applicable or may choose to deal with the complaint directly where appropriate to do so.
If, for whatever reason, you are unhappy with our response, you may be able to refer your complaint to the relevant Ombudsman Service, free of charge. The Ombudsman will not consider your complaint until our internal complaints procedure has been exhausted and you have received our final viewpoint letter.
The Property Ombudsman Scheme
If your complaint is in connection with any services provided to you by GetGround in respect to property related services, you can request an independent review from The Property Ombudsman.
Phone: +44 17 2233 3306
Email: admin@tpos.co.uk
Website: https://www.tpos.co.uk/consumers/how-to-make-a-complaint
Post: The Property Ombudsman Ltd, Millford House, 43-45 Milford Street, Salisbury, Wiltshire, SP1 2BP
If you do not refer your complaint within 12 months of the final viewpoint letter, The Property Ombudsman will not be able to consider your complaint except in exceptional circumstances.
Financial Ombudsman Service
If your complaint is in connection with GetGround's activities as an EMD Agent of Modulr, or services provided to you by either GetGround Commercial Finance Limited, GetGround Property Finance Limited or GetGround Limited, in their capacity as an Appointed Representative, you may be entitled to refer this to UK’s Financial Ombudsman Service. You will need to submit your complaint to the Financial Ombudsman Service within 6 months of receiving our final response letter.
Phone: 0800 023 4567 or +44 20 7964 0500 (for contact outside the UK)
Email: complaint.info@financial-ombudsman.org.uk
Website: https://www.financial-ombudsman.org.uk/consumers/how-to-complain
Post: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
If you do not refer your complaint within 6 months of the final response letter, the Financial Ombudsman Service will not be able to consider your complaint except in exceptional circumstances.
National Association of Commercial Finance Brokers (NACFB)
For all complaints in respect of services provided by GetGround Commercial Finance Limited which do not fall under the jurisdiction of the Financial Ombudsman Service, The Fiducia Network Ltd and GetGround Commercial Finance Limited agree to act in accordance with the terms of the Code of Practice of the National Association of Commercial Finance Brokers as amended (the Code).
If GetGround Commercial Finance Limited and/or The Fiducia Network Ltd is unable to resolve any complaint to the client’s satisfaction, the Code stipulates the procedures available to the client including arbitration. A copy of the Code is available on the NACFB website www.nacfb.org.uk.
Complaints in relation to Investment Pots provided by GetGround Limited
If your complaint is relating to Investment Pots, further information over how GetGround Limited handles your complaints is available here.