How to Complain

We appreciate feedback and are truly sorry if we've fallen short of your expectations. Ensuring your satisfaction is our top priority, and we're committed to making things right for you.

Whether it's a product issue, a customer service complaint, or any other aspect that didn't meet your expectations, we're here to listen and work towards a resolution that leaves you satisfied.

Contact us by:

• Emailing: complaints@guardsman.co.uk
• Write: Guardsman Industries Limited, Innovation Centre, 99 Park Drive, Milton Park, Abingdon, Oxfordshire OX14 4RY
• Enquiry Form: Complete the enquiry form on our Contact Us Page here and select "Raising a complaint" from the drop down options
• Telephone: Please raise your concerns with our Claim Resolution Team and call them on 0345 128 1240 (from within the UK) or +44 (0)1235 444751 (from anywhere else)

What happens next?

• Your complaint will be acknowledged within five working days and we aim to resolve your complaint as soon as possible from first notification.
• Guardsman have a maximum of fifty-six days (8 weeks) to resolve your complaint, and should this not be possible, Guardsman will notify you in writing and provide right of escalation to the Financial Ombudsman Service.
• If your complaint cannot be resolved within 8 weeks, we will notify you in writing to confirm both the causes of the delay and the time in which we expect to resolve your complaint. 
• If you're still unhappy with our final response, or if we've not given you a final response within 8 weeks of your complaint, you may be entitled to refer your complaint to the Financial Ombudsman Service for help and advice. 

  Call: 0800 023 4567 or 0300 123 9123

  Email: complaint.info@financial-ombudsman.org.uk

  Write: The Financial Ombudsman Service, Exchange Tower, London E14 9SR

  You must contact the Financial Ombudsman Service within six months of the date of receiving our final decision letter. If you do not refer your complaint in time, the Ombudsman may not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.