At Gather we always try our best to ensure everything goes smoothly. We do recognise, however, things don’t always go to plan. If you wish to make a complaint, please contact our team, giving as much information as possible, and we will do everything we can to help you. Gather International Limited (FRN 928721) is an Appointed Representative of 1OAK Capital Limited. 1OAK Capital Limited (company number 06890293), who are authorised and regulated by the Financial Conduct Authority (FCA), and all complaints are handled according to FCA guidelines.
How to register a complaint
If you wish to make a complaint, it can be done by:
Post: Gather International Ltd, DNS House, 382 Kenton Road, Harrow, Middlesex, HA3 8DP
So we can address your complaint as quickly as possible, please include the following details in your complaint:
Your full name, email address, address, and account number
A full explanation of your complaint.
A phone number that you don’t mind us calling you on
How we handle complaints
Once we have received your complaint and all information that we need, it’ll be recorded and thoroughly investigated, using all information available. Should we promptly resolve the issue by close of business 3 working days after receiving the complaint, we will close the complaint with your consent. Alternatively, we will write to you, advising that we have closed the complaint and outlining your rights.
If for some reason your complaint remains unresolved, this is what happens:
We’ll acknowledge your complaint within 3 business days
We’ll inform you if we’re unable to find a resolution to your complaint within 3 business days and provide an update on our progress
We will do all that we can to resolve your complaint within four weeks of receipt.
We’ll send a final resolution letter within 8 weeks of your complaint being lodged, including details of our investigation and a rationale for our decision. This will include either accepting the complaint and offering redress and/or action; not accepting the complaint but offering redress and/or action, or rejecting your complaint.
If you are not satisfied with our final response, you may refer your complaint to The Financial Ombudsman
We have a maximum time limit of eight weeks to resolve your complaint or 15 business days when the complaint is in relation to our payment services. We will endeavour to investigate and resolve all complaints as soon as possible.
If in a rare event we are not able to provide a final response, we will provide you with a written response explaining why the complaint has not been resolved and an indication of when this is expected. We will also let you know that you may refer your complaint to the Financial Ombudsman Service.
The Financial Ombudsman
The Financial Ombudsman is a free independent service which was set up to resolve complaints between businesses and consumers. If you are not happy with the resolution to your complaint, you can contact The Financial Ombudsman within 6 months of our final response. Please be aware that the Ombudsman requires you to contact Gather, in the first instance, with your complaint, before seeking their assistance.
For further information, you can contact the Ombudsman using the following details:
Post: The Financial Ombudsman Service, Exchange Tower, London E14 9SR
Tel: 0300 123 9123
Website: www.financial-ombudsman.org.uk
The Financial Ombudsman has produced a leaflet with guidance: Our consumer leaflet: 'Want to take your complaint further?'