Complaints Policy

Last Updated: April 8, 2023


GCE Equity Release (“we”, “us”, “our”) is committed to providing our customers with high-quality products and services. We value feedback from our customers and take all complaints seriously. This Complaints Policy outlines the process for making a complaint, and how we will respond and resolve complaints in a timely and fair manner.


This Complaints Policy applies to all products and services provided by GCE Equity Release and is intended to be used by our customers, prospective customers, and any other interested parties.

How to Make a Complaint

If you have a complaint, you can contact us in any of the following ways:

  1. Email: Send an email to
  2. Phone: Call us at +44 (0) 20 8114 9654.
  3. Post: Send a letter to GCE Equity Release, 46 Lower Richmond Road, Mortlake, London, SW14 7EZ UK.

When making a complaint, please provide the following information:

  1. Your full name and contact details.
  2. A clear description of your complaint.
  3. Any supporting documentation or evidence related to your complaint.
  4. Any other relevant information that may assist us in resolving your complaint.

Response and Resolution

Upon receiving your complaint, we will acknowledge receipt of your complaint within 5 business days. We will investigate your complaint and aim to provide a response within 15 business days. If we require more time to investigate your complaint, we will notify you of the estimated timeframe for our response.

We will provide you with a written response that outlines:

  1. A summary of your complaint.
  2. The outcome of our investigation.
  3. Any action we will take to resolve your complaint.
  4. If applicable, any compensation or remedy we will provide.

If you are not satisfied with our response or the outcome of your complaint, you may escalate your complaint to a higher level of management within GCE Equity Release.

Recording and Monitoring

We will record all complaints received and maintain a complaints register. We will use this information to identify any trends or areas for improvement in our products and services. We will also monitor the progress of all complaints and ensure they are resolved in a timely and fair manner.


We will treat all complaints and any information provided as confidential. We will only disclose information to third parties where necessary to investigate and resolve your complaint or as required by law.

Quality Assurance

We are committed to continually improving our products and services, and welcome feedback from our customers. We will review all complaints and use the information to identify opportunities for improvement in our processes and procedures.

Training and Communication

We will provide training to our staff on how to handle complaints and ensure they understand their responsibilities under this Complaints Policy. We will also communicate this policy to all staff and make it available to our customers on our website.

Contact Us

If you have any questions or concerns about this Complaints Policy or wish to make a complaint, please contact us at

GCE Equity Release 46 Lower Richmond Road, Mortlake London, SW14 7EZ UK Phone: +44 (0) 20 8114 9654 Email: Date: April 8, 2023