WE DEAL WITH COMPLAINTS IN A FAIR AND APPROPRIATE MANNER AND TRY TO RESOLVE ANY COMPLAINT TO THE SATISFACTION OF ALL INVOLVED. WE HAVE THEREFORE ADOPTED THE FOLLOWING COMPLAINTS PROCEDURE FOR HANDLING COMPLAINTS. BEFORE DECIDING WHETHER OR NOT TO MAKE A COMPLAINT PLEASE REVIEW OUR T&CS AS YOU MAY FIND THE ANSWER YOU ARE LOOKING FOR THERE.

THIS COMPLAINTS POLICY DOES NOT AFFECT YOUR STATUTORY OR OTHER LEGAL RIGHTS.

WHO IS YOUR COMPLAINT AGAINST

If your complaint is about the services that we provide to you, we will deal with your complaint under the procedure below.

If your complaint is about your experience or service received at the Fishery, in the first instance you should direct your complaint to the Fishery in question. If you are not satisfied with their response or resolution, then please contact us and we will try to remedy the situation between you and the Fishery. However, please note, we are not responsible for the actions or omissions of the Fishery and we cannot control or mandate that they do anything, including providing you with a resolution or remedy.

HOW TO MAKE A COMPLAINT

Any person wishing to make a complaint can do so by contacting us via one of the following methods: -

Post:
Galgorm Holdings Limited
27-28 The Courtyard Galgorm Castle
BALLYMENA
BT42 1HL
UK

Phone: +44 28 2565 6000
GMT/BST 9.00am – 5.00pm (Monday to Friday, excluding 25 December)

Email: support@GOFish.world

All complaints should be as detailed as possible and where applicable evidence should be provided. Please ensure you provide appropriate contact details so we can communicate with you.

Please note we may require proof of identity before discussing or engaging with you about your complaint, we do this to make sure that we only communicate about personal issues with the relevant person or someone duly authorised on their behalf.

We ask that when making your complaint you should be courteous and fair in your communications with us and our members of staff.

Where possible we will endeavour to resolve your complaint at the time it is made. In the circumstances that we are unable to do so (for whatever reason), we will process your complaint into our Resolution Process below.

HANDLING YOUR COMPLAINT

Upon receipt of any complaint, your details will be processed and allocated to an appropriate member of our Customer Service team (Case Handler).

Within 5 days the relevant Case Handler will acknowledge receipt of your complaint.

The acknowledgement may also ask you to:

(i) ​provide further information about the complaint; and/or
(ii) ​provide additional evidence to be reviewed as part of the complaint; and/or
(iii) ​provide proof of identity.

RESOLUTION PROCESS – STAGE ONE

We aim to resolve any complaint within 14 days of you making the complaint and providing relevant information. We will always confirm the outcome in writing to you (via email).

Sometimes we may not have completed our investigations and therefore will need to extend the response time beyond the 14 days. We will always keep you updated with timescales as and when necessary.

RESOLUTION PROCESS – STAGE TWO

If you are not happy with our response at Stage One, you may request a review of your complaint by Head of Complaints. Your request must be sent to the above email address who will forward the request to the Head of Complaints for the review.

You should expect an acknowledgement to your request within 5 days and a full response within 14 days (from the date of your request) unless we let you know otherwise.

CONFIDENTIALITY & RECORD KEEPING

All complaints received will be dealt with confidentially and in accordance with data protection laws and our Privacy Policy.