Complaints Policy

At Gemini, we are committed to providing excellent customer service. However, we recognise that things can sometimes go wrong. If you have a complaint, we want to hear about it so we can put it right as quickly as possible.

How to Make a Complaint

If you are unhappy with any aspect of our service, please contact us as soon as possible. You can reach our complaints team by:

• Email: complaints@gemini.co.uk
• Post: Gemini Complaints Team, Hamill House, 112-116 Chorley New Road, Bolton, United Kingdom, BL1 4DH

When making a complaint, please provide as much detail as possible, including your full name, contact details, the nature of your complaint, and any relevant reference numbers or dates.

What Happens Next

We aim to acknowledge your complaint within 3 working days of receipt. We will then investigate your concerns thoroughly and provide a full response as quickly as possible, usually within 15 working days.

If we need more time to investigate, we will contact you to explain the delay and provide a revised timescale. In any event, we will always aim to resolve your complaint within 8 weeks.

If You Are Not Satisfied

If you remain unhappy with our final response, or if we have not responded within 8 weeks, you may be entitled to refer your complaint to the Financial Ombudsman Service (FOS), which is a free and independent service for resolving disputes with financial businesses.

You can contact the Financial Ombudsman Service at:

• Website: www.financial-ombudsman.org.uk
• Phone: 0800 023 4567
• Email: complaint.info@financial-ombudsman.org.uk

What We Expect From You

To help us resolve your complaint efficiently, we ask that you:

• Provide clear and accurate details about your complaint
• Respond promptly to any requests for further information
• Allow us a reasonable amount of time to investigate

Record Keeping

We keep records of all complaints for at least six years in line with regulatory requirements. These records help us improve our service and are available for review by the Financial Conduct Authority if required.

Our Commitment

We treat all complaints seriously and aim to resolve them fairly and promptly. We use feedback from complaints to identify areas for improvement and to enhance the overall customer experience.