At Goodlord, we want to provide you with the best customer service possible. We are committed to upholding this in all of our communication to you.
If you need to contact us about anything, our friendly support team is here to help.
Please let us know about the issue(s) you're facing in as much detail as possible, and attach any relevant documents to aid your explanation.
At Goodlord, we do our best to put our customers at the heart of everything we do, but sometimes we get it wrong. If you’re not completely happy about something and wish to lodge a complaint, please let us know so we can try to put it right for you and improve our service.
Upon assessing your message, you will then receive another email from one of our specialists with a deeper understanding of your issue. They will give you as much context as possible directly addressing your complaint.
This email will either:
We take complaints very seriously. Whatever it may be, we’ll give it our full attention and make sure it’s dealt with by someone with the right knowledge and experience.
After submitting your complaint via the online form, you will immediately receive an email acknowledging it’s been received safely.
It will also explain that within three working days you will receive the next email advising whether or not your complaint has been upheld. If it has not, we will explain our reasons why and include details of the FOS if you wish to escalate it further.
If your complaint has been upheld, we will explain the steps we are taking to investigate it further with a view to reaching a resolution.
Then, within the next 4 week period (timed from the receipt of the complaint), we will email you again updating you as to the action taken and how we are looking to resolve this complaint.
If by this stage we have still failed to reach a resolution, the investigation shall resume up until the complaint is eight weeks old. Upon resolution, we shall email you our conclusion. If Goodlord fails to reach a conclusion in this time, we shall advise of your complaint’s eligibility to be referred to the FOS.