Making a complaint — what you need to know

We want you to be totally happy with everything connected with Guardian. But we recognise that, from time to time, we may make mistakes.

That’s why we have a formal complaint-handling procedure to help us sort out your concerns as quickly as we can and hopefully put things right.

How do I complain?

You can activate our complaint-handling procedure in 3 ways:

  •  0808 133 1821 (9:00am – 5:00pm Monday to Friday). Your call might be recorded to help us keep improving our service.
  •  advisers@guardian1821.co.uk
  •  Guardian complaints, Forbury Works, 37/43 Blagrave Street, Reading RG1 1PZ

What information will I need to give you?

We’ll ask you about your complaint and what, ideally, you’d like us to do to put it right.

Who deals with my complaint?

If we can’t solve it straightaway when you get in touch, we’ll give you the name of the person who’ll look into your complaint and keep you up to date with how it’s progressing.

How long will it take?

If we’re unable to resolve your complaint immediately, we’ll aim to do so within 5 working days. If it’s going to take longer, we’ll write and let you know.

What do I do when my client has a complaint?

We have a formal complaint-handling procedure for customers which you can view here. If you’ve got any further questions, please get in touch.