I need some help, what should I do?
At Goodlord, we want to provide you with the best customer service possible. We are committed to upholding this in all of our communication to you.
If you need to contact us about anything, our friendly Support team are here to help.
You can Email us at firstname.lastname@example.org
Reach out to us via our Web Chat or Telephone us on 020 3198 2060, 9am-6pm Mon-Fri.
Please let us know about the issue(s) you're facing in as much detail as possible, and attach any relevant documents to aid your explanation.
What happens if something’s gone really wrong?
At Goodlord, we do our best to put our customers at the heart of everything we do, but sometimes we get it wrong. If you’re not completely happy about something and wish to lodge a complaint, please let us know so we can try to put it right for you and improve our service.
From here, we'll let you know that we received your email and advise an indicated timeframe for when you can expect a response by.
Upon assessing your message, you will then receive another email from one of our specialists with a deeper understanding of your issue. They will give you as much context as possible directly addressing your complaint.
This email will either:
Conclude that your complaint was not upheld and explain the reasons for our conclusion. The email will also go on to explain that this is our final response concerning this matter.
If we feel there’s enough to take it further, we will outline the steps being taken to get a unique solution for you. This may also include us requesting more information to resolve your complaint as best as possible.
We take complaints very seriously. Whatever it may be, we’ll give it our full attention and make sure it’s dealt with by someone with the right knowledge and experience.
What happens next?
After submitting your complaint, you will immediately receive an email acknowledging it’s been received safely.
It will also explain that within 3 working days you will receive the next email advising whether or not your complaint has been upheld. If it has not, we will explain our reasons why and include details of the Financial Ombudsman Services if you wish to escalate it further.
If your complaint has been upheld, we will explain the steps we are taking to investigate it further with a view to reaching a resolution.
Then, within the next 4 week period (timed from the receipt of the complaint), we will email you again updating you as to the action taken and how we are looking to resolve this complaint.
If by this stage we have still failed to reach a resolution, the investigation shall resume up until the complaint is 8 weeks old. Upon resolution, we shall email you our conclusion. If Goodlord fails to reach a conclusion in this time, we shall advise of your complaint’s eligibility to be referred to the FOS.