Filter this site: I rent I'm a homeowner Home Contact us What to expect from us What to expect from us Great customer service is at the heart of what we do. We want to deliver reliable and consistent services and focus on the services that matter most to you. Getting in touch We want to be sure you get great service each and every time you contact us, and we publish our performance every quarter to show our commitment to great service. We treat all of our customers fairly and with respect. If you need any additional assistance, please let us know and we’ll make sure we communicate with you in the way that suits you. When you call us When you complete an online form When you write to us If you need us to visit you at home Code of conduct Our code of conduct covers all contact we have with our customers, whether we are meeting face to face, talking on the telephone, exchanging emails; or communicating on social media or live chat. We expect Guinness employees and customers to each: be respectful and courteous be reasonable be honest help us to provide the best services we can. We will take appropriate action when either employees or customers behave inappropriately. For employees, inappropriate behaviour includes accepting bribes, or benefiting personally from the service they provide. For customers, behaviour could become inappropriate when making unreasonable demands. It also includes behaving unacceptably towards our employees. We’ve explained below what we mean by unacceptable behaviour and unreasonable demands. Unacceptable behaviour Unreasonable demands on our employees Our approach to unacceptable behaviour Customer appeals and review periods Making a complaint We work hard to provide a great service for all our customers but there may be times when we don’t get things right. Find out more about what to expect from us when making a complaint. About our financial services We are authorised by the Financial Conduct Authority in respect of certain types of consumer credit activity, these are: debt administration, debt counselling; and having a right to exercise lender’s rights and duties under a regulated credit agreement. We hope you are happy with any financial service we provide, but if not, please let us know so we can put it right. How can I make a complaint about a Guinness financial service? What's the process? What if it's not fixed? Related links Contact us Need to talk to us about something? Find out how to get in touch. Make a complaint We want every customer to get a good service. But if we don't get it right, we want to know so we can do something about it. In partnership with us For investors Building homes with us Gender pay report Legal and governance About Guinness What we do How we’re doing Our future plans Supporting dementia News and media Latest news Your community Press team Talk to us Call us or contact us online Make a complaint Our other sites Homes for sale Careers at Guinness Annual Review Our Privacy Notice About this site Site map Modern slavery statement Accessibility Statement Copyright © 2021 The Guinness Partnership Your cookie preferences We use necessary cookies to make our website work properly and enable core functionality. You can disable these in your browser settings, however the website may not work correctly. To get the best online experience we recommend that you use the ‘Accept all cookies’ button below. If you only wish us to use necessary cookies please click on the ‘Manage and save cookies’ button below and save your cookie preference. For more information or to change your settings at any time, please visit our Cookie Policy page. Accept all cookies Manage & save cookies Select language ▼