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Customer Complaints

Online Complaints

As a customer/debtor with Gothia you have the right to file a complaint against us if you feel that you have been unfairly treated or if you believe that Gothia has acted incorrectly. If you would like to file a complaint with us, you can fill out an online complaint form. We aim to provide you with a response to your complaint within two working days.

We will respond to you in the manner you have stated below. If you have not stated a preferred way of contact we will primarily contact you via telephone as soon as our review of your complaint is finalised.

Written Complaints 

If you decide to write us, please provide as much information as possible; it will assist us in resolving your complaint in a timely and correct manner.

Please include the following information:

  • Name, address and telephone number (daytime)
  • Reference/Please quote number
  • A description of your complaint - please describe the situation, relevant dates and the name of your collector.

Remember to sign and date your letter.

Send your complaint to:

Gothia Ltd
Att. Complaints Manager
Ground Floor, Ridgeworth House
Liverpool Gardens
Worthing
West Sussex
BN11 1RS 

Unhappy with Gothia's decision?

If you are unhappy with how Gothia has handled your complaint, you can contact Gothia's customer representative or ombudsman. The task of the ombudsman is to investigate complaints which are difficult to handle or those complaints where you are not satisfied with the response provided by us. However, we encourage you to first try and settle a dispute directly with your collector.

You can also turn to an external organisation for review of your complaint, the equivalent of the National Board for Consumer Complaints in your country or have a public court try your case.

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