Contact Genie

Contact Genie

HEAD OFFICE

Gentoo Genie Limited

2 Emperor Way
Doxford International Business Park
Sunderland
Tyne & Wear
SR3 3XR

TELEPHONE

0330 123 1313*

Opening Hours

Monday to Friday 09:30 to 14:30
(Excluding Bank Holidays)

Contact outside these hours will be by prior agreement.

*Call costs may vary depending on your service provider. Calls are charged at standard local rate from a landline. Calls from mobile phones will be charged in accordance with your tariff and service provider agreement. Please contact your service provider for further information.

Make a complaint

Complaints Procedure

At Gentoo Genie Limited we are committed to providing you with a first-class service. If for any reason you are not entirely satisfied, we want to hear from you as soon as possible so we can put matters right and take steps to prevent the problem happening again.

The quickest way to resolve your complaint is to contact our Operations Team on 0330 123 1313. 

Alternatively, you can write to:

Marie Bell
Head of Genie
Gentoo Genie Limited
Emperor House
2 Emperor Way
Sunderland
SR3 3XR

However you choose to contact us, where we cannot resolve the problem to your satisfaction within 3 business days, we will promptly acknowledge your complaint in writing.

We will aim to resolve your complaint within 15 working days of receiving your initial complaint, keeping you informed of progress.

If there is any reason for a delay in responding, we will let you know. If after receiving our Final Response you are not satisfied, or if eight weeks have passed since you first raised the matter with us, you have the right to refer your case to the Financial Ombudsman Service. We will send you details of how to contact the Financial Ombudsman Service with our Final Response.

Gentoo Genie Limited will regard your complaint as closed if we do not receive a reply to our final response within 28 days. If you are not satisfied with the result of your complaint you have the right to appeal to the Managing Director in writing at the above address

Appeals will be acknowledged within 5 working days and the complainant asked to provide additional information or justification for your appeal. We will aim to respond to an Appeal within 15 working days of receiving the appeal request.

We always want to be able to resolve matters. However, if you feel our response to your complaint does not address your concerns, please let us know so we can understand if there is anything more we can do.  However, where you’re not satisfied with our Final Response, or eight weeks have passed since you first raised your complaint with us, you have the right to refer your complaint to the Financial Ombudsman Service. You have six months from the date of our Final Response to refer your complaint to them.

They can be contacted at:

The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR

By phone: 0800 0234567
By mobile: 0300 1239123
complaintinfo@financial-ombudsman.orguk
www.financial-ombudsman.orguk