At GAP GNX Ltd (Pensions Advice UK), we are committed to delivering excellent service and maintaining trust with our clients.
If something goes wrong, we want to hear about it. This policy outlines how you can make a complaint and how we will handle it.

How to Make a Complaint

You can submit your complaint using any of the following methods:

• Email: compliance@gapgnx.com
• Phone: 0330 122 7250
• Post: GAP GNX Ltd (Pensions Advice UK), The Glades, Festival Way, Festival Park, Stoke-on-Trent, Staffordshire, ST1 5SQ

Please include:

• Your name and contact details
• A clear description of your concern
• Any supporting documents or relevant information

What You Can Expect

• We will acknowledge your complaint within 3 working days.
• A member of our compliance team will investigate it thoroughly.
• We aim to respond with a resolution or update within 10 working days.
• If your complaint requires longer to resolve, we will keep you updated throughout.

Complaint Handling Steps

1. Record and acknowledge your complaint.
2. Investigate the issue internally.
3. Provide a detailed response or resolution.
4. Offer appropriate action if the complaint is upheld.

Escalation Rights

If you are not satisfied with our response, you may escalate your complaint to the Financial Ombudsman Service:

You must contact them within 6 months of our final written response.

Confidentiality and Data Protection

All complaints are handled in line with our
Privacy Policy and UK GDPR.
Your information will only be shared where necessary to resolve your complaint.

Monitoring and Improvement

Complaints are regularly reviewed by senior management to improve our services and maintain high standards of client care.

Effective Date: 1/02/2025
Review Date: 1/02/2026

For further information, please email compliance@gapgnx.com.