Website Terms & Conditions

Terms of Use

This Website www.gtg.co.uk (“Site”) is owned and operated by GTG Training Limited, a Company registered under the Companies Acts (Registration Number SC290157) and having its registered office at 454 Hillington Road, Hillington Park, Glasgow, G52 4FH and principal places of business in Glasgow, Edinburgh and West Midlands at 1330 South Street, Glasgow G14 0BJ, 1A Queen Anne Drive, Lochend Industrial Estate, Edinburgh EH28 8PL and Bearing Drive, Wolverhampton WV11 3SZ respectively (“GTG” or “we” or “us”).

Please read these Terms of Use (“the Terms”) carefully. We recommend that you print and keep a copy of the Terms as they are a legally binding agreement between you and us. By using this website you agree to be bound by the Terms which, together with our privacy policy , govern the relationship between GTG and you in relation to this Site and you agree to be bound by them each time you visit this Site. If you do not agree to be bound by them you must stop using the Site immediately.

GTG reserves the right to amend these Terms without notice by amending this page from time to time. You are expected to check this page from time to time to take notice of any changes made to these Terms of Use, as they are binding on you.

Copyright

This Site is protected by copyright and database rights. Unless otherwise stated the copyright and all other intellectual property rights in all material on the Site (including without limitation photographs and graphical images, its content, layout and design) are copyright of GTG and its licensors. No part of this Site may be reproduced in any form without the express permission of GTG. However, permission is granted to you to electronically copy and to print in hard copy portions of any pages of this Site for the sole purpose of conducting business with GTG. Nothing in these terms and conditions constitutes a licence to use or copy any part of the website except as expressly provided for herein. All rights not hereby expressly granted are hereby reserved.

If you breach the terms of this provision your permission to use this Site automatically terminates and you must immediately destroy any downloaded or printed extracts from the Site.

All trademarks reproduced in this Site, which are not the property of, or licensed to us, are acknowledged on the Site.

Unauthorised use of this Site may give rise to a claim for damages and/or be a criminal offence.

Disclaimer

The content of this Site is for general use and information only. GTG makes every effort to ensure that the information contained in this Site is accurate and current. However, we give no warranty or undertaking as to the accuracy, timeliness, performance, completeness, suitability, quality or freedom from error of the contents of this Site for any particular purpose.

To the extent permitted by law, access and use of this Site and any information or materials on it is entirely at your own risk. It shall be your own responsibility to ensure that any products or services or information available through this Site meet your specific requirements. In no event will we be liable for any loss or damage including without limitation, indirect or consequential loss or damage, or any loss or damage whatsoever arising from loss of data or loss of profits arising out of, or in connection with, the use of this Site.

Whilst it is our policy to virus check documents and files before they are posted on this Site we cannot guarantee that documents or files downloaded from this Site will be free from viruses or any other malicious or impairing computer programs and we do not accept any responsibility for any damage or loss caused by any such viruses or malware. Please ensure that you regularly check for and protect against viruses and the like when using this Site. This Site is in continuous development and we reserve the right to permanently or temporarily alter content without notice. GTG may also suspend access to this Site, or close it indefinitely, without notice. All information is subject to change.

Linking

You may link to the home page of this Site, provided you do so in a way that is fair and legal and does not damage the reputation of GTG or take advantage of it, but you must not establish a link in such a way as to suggest any form of association, approval or endorsement on the part of GTG where none exists. You must not establish a link from any website that is not owned by you.

This Site must not be framed on any other site, nor may you create a link to any part of this website other than the home page. GTG reserve the right to withdraw linking permission without notice. The website from which you are linking must comply in all respects with applicable law and regulation.

Where this Site contains links to other websites and resources provided by third parties, these links are provided for your information only. GTG have no control over the contents of those websites or resources, and accept no responsibility for them or for any loss or damage that may arise from your use of them.

Viruses, Hacking and Other Offences

You must not misuse this website by knowingly introducing viruses, trojans, worms, logic bombs or other material which is malicious or technologically harmful. You must not attempt to gain unauthorised access to this Site, the server on which this Site is stored or any server, computer or database connected to this Site. You must not attack the Site via a denial-of-service attack or a distributed denial-of service attack

By breaching this provision, you would commit a criminal offence under the Computer Misuse Act 1990. GTG will report any such breach to the relevant law enforcement authorities and co-operate with those authorities by disclosing your identity to them. In the event of such a breach, your right to use this Site will cease immediately.

Liability

We expressly exclude liability and responsibility for any amount or kind of loss or damage (including without limitation any direct, indirect, punitive or consequential loss or damages, any loss of income, profits, goodwill, data, contracts, use of money, or loss or damages arising from or connected in any way to business interruption and whether in delict or tort (including without limitation negligence), contract or otherwise) in connection with the use of this Site or in connection with the use, inability to use or the results of use of the Site, any websites linked to the Site or material on such Site including but not limited to loss or damage due to viruses that may infect your computer equipment, software, data or other property on account of your access to, use of, or browsing the Site or your downloading of any material from this Site or any websites linked to the Site.

Governing Law

This Site is operated and controlled from the United Kingdom and these Terms and your use of this Site are governed by and construed in accordance with the laws of Scotland and shall be subject to the exclusive jurisdiction of the Scottish Courts.

Terms of supply - Off Premises - Individuals

GTG Training Limited is a Company registered under the Companies Act (registration number SC290157) and having its registered office at 454 Hillington Road, Hillington Park, Glasgow, G52 4FH (“GTG” or “we” or “us”). Our principal place of business is 1330 South Street, Glasgow G14 0BJ and our VAT registration number is GB 382946709. Our telephone number is 0141 258 5502, our fax number is 0141 950 5678 and our email address is info@gtg.co.uk . GTG provide training courses to both individuals and to organisations (“Services”).

These terms and conditions (“Terms of Supply”) will apply to any of the Services purchased from GTG by telephone or e mail sales. By purchasing Services from GTG by telephone or e mail sales you agree to be bound by these Terms of Supply. Please read them carefully. If you are not willing to be bound by them you should not purchase Services from GTG.

1. The Services

The Services are as described in GTG’s confirmation of booking. GTG makes every effort to describe the Services accurately and agrees to provide the Services with all the care and skill to be expected of a qualified and competent contractor experienced in undertaking services of the same kind as the Services. It is your sole responsibility prior to purchasing any Services from us is to read the course description including the key benefits and pre-requisites for any of the Services booked by you in order to ensure that they are suitable for your purposes. In particular you acknowledge and agree that by entering into this contract with us that you do not rely on any statement, representation, assurance or warranty that is not set out in these Terms of Supply. Any representation, condition or warranty which might be implied or incorporated into these Terms of Supply by statute, common law or otherwise is excluded to the fullest extent permitted by law.

2. Prices and payments

Prices of the Services are specified on GTG’s confirmation of booking. We may change our prices at any time but that will not affect the prices for confirmed orders. Our prices are quoted inclusive of VAT. Payment for the Services is to be made in advance at the time of booking by credit card or debit card. GTG accept payments from the following card types namely Mastercard, Maestro, Visa, Visa Debit, Visa Electron and JCB.

3. Acceptance of an order

3.1 By placing a booking with GTG you acknowledge the applicability of these Terms of Supply. When you place a booking you will be allocated a booking number which should be quoted in all correspondence to us. These Terms of Supply will be binding on you and a contract will come into effect between us upon our written acceptance of the booking issued to you by email (“the Confirmation”). Please note we are not bound by any contract until we have accepted the booking in writing and issued the Confirmation.

3.2 If you have already paid for the Services and we are unable to supply them for whatever reason without being able to offer you a suitable alternative we will notify you and refund you the full amount paid as soon as possible.

3.3 The contract between you and us comprises of the Confirmation and these Terms of Supply (together known as the “Contract”). In the event of any conflict between them the Confirmation shall take precedence.

4. Your right to cancel

4.1 If you are a consumer as defined in the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (“the Regulations”) who is purchasing the Services then you have a legal right under the Regulations to cancel this Contract within 14 days after the day on which you receive the Confirmation (“the Cancellation Period”). For the purposes of the Regulations a consumer means an individual acting for purposes which are wholly or mainly outside that individual’s trade, business, craft or profession. If during the Cancellation Period you intend to cancel the Contract, you can notify us of your decision and receive a refund. If required you can also obtain legal advice on your right to cancel the Contract from your local Trading Standards Office or Citizens Advice Bureau.

4.2 If you wish to cancel the Contract in exercise of your rights under Clause 4.1 above you should fill in the cancellation form which is attached to the Confirmation. Upon receipt of the cancellation form we will email you confirmation of its receipt. You can also cancel by emailing us at info@gtg.co.uk or by post to 1330 South Street, Glasgow G14 OBJ. If emailing or writing then your cancellation is effective from the date you send the email or post the letter to us. If emailing or writing please quote the allocated booking number referred to in Clause 3 on your notice of cancellation.

4.3. If you decide to cancel the Contract in accordance with Clauses 4.1 and 4.2 above we will refund you the price you paid for the Services without undue delay and in any event no later than 14 days after our receipt of a properly served cancellation form, email or written notice from you. Refunds will be made to you on the credit or debit card used by you to pay for the Services.

4.4 In addition to the rights contained in clauses 4.1, 4.2 and 4.3 hereof you may cancel a booking at any time outwith the Cancellation Period but prior to delivery or performance of the Services by emailing us at info@gtg.co.uk or by writing to us at 1330 South Street, Glasgow G14 OBJ. Provided that the notice of cancellation under this Clause 4.5 is received by us no later than fourteen days prior to the date of delivery or performance of the Service in question then we shall refund the full purchase price paid by you. Where notice of cancellation is given outwith the Cancellation Period but in the fourteen days prior to delivery or performance of the Services no refund of the purchase price will be given.

4.5 In the event that any Services ordered by you are to be delivered within 14 days of the Confirmation you hereby acknowledge that by booking the Services you are expressly agreeing to delivery of the same within the Cancellation Period and acknowledge that you have no right to cancellation after the date for delivery or performance of the Services has passed and the Services performed. In the event that you cancel the booking prior to the date that the Services are to be performed or delivered then we may deduct an amount from the price to be refunded to you representing any reasonable costs expended by us in respect of the Services which may include but is not restricted to administration costs in respect of the booking, the preparation and printing of any training materials.

If you wish to cancel, please download our cancellation form and return to us by emailing us at info@gtg.co.uk or by post addressed to 1330 South Street, Glasgow G14 OBJ. If emailing or writing then your cancellation is effective from the date you send the email or post the letter to us.

5. Liability

5.1 Nothing in this contract excludes or limits or attempts to exclude or limit the liability of either party for death or personal injury caused as a result of negligence or for fraudulent misrepresentation.

5.2 Subject to the foregoing GTG will be under no liability to you whatsoever (whether in contract, delict (including negligence), breach of statutory duty, restitution or otherwise) for any damage or direct or indirect consequential loss (all three of which terms include without limitation pure economic loss, loss of profits, loss of business, loss of opportunity, loss of goodwill and like loss) howsoever caused.

5.3 Subject to clauses 5.1 and 5.2 GTG’s aggregate liability under this Contract (whether in contract, tort (including negligence), breach of statutory duty, restitution or otherwise) for any damage or direct or indirect consequential loss (all three of which terms include without limitation pure economic loss, loss of profits, loss of business, depletion of goodwill and like loss) howsoever caused will be limited to the amount paid for the Services concerned.

6. Force Majeure

Neither party will be liable to the other for any failure or delay or for the consequences of any failure or delay in performance of this Agreement if it is due to any event beyond the reasonable control and contemplation of a party to this Contract including without limitation acts of god, war, industrial disputes, protests, fire, flood, storm, tempest, epidemics, explosion, acts of terrorism and national emergencies.

7. Intellectual property

GTG confirms that it owns or has all necessary rights in the use of all intellectual property in relation to the Services. All such intellectual property shall remain the property of, or the rights in the use of, shall remain with GTG unless otherwise agreed in writing between the parties. In particular for the avoidance of doubt all training materials produced by GTG as part of the Services are solely for your use and may not be copied, distributed or otherwise reproduced by you without our express written consent.

8. Confidentiality

Each party agrees that any information about them or their business is confidential (“Confidential Information”). Each party agrees that it shall not permit duplication, use or disclosure of such Confidential Information to any person (other than its own employee, agent or sub-contractor where the same requires such information for the performance of the Contract) unless such duplication, use or disclosure is specifically authorised in writing by the other party or is required by operation of law. Confidential information does not include information which at the time of disclosure is generally known by the public (other than by an unauthorised act of the disclosing party). Both parties shall take reasonable steps to ensure that their employees, agents and subcontractors keep Confidential Information confidential.

9. Data protection

All information that we hold concerning you including registration and other information provided by you where it comprises of personal data will be held and processed by GTG strictly in accordance with our obligations under the Data Protection Act 1998 as amended from time to time. Such information will be subject to our privacy policy and will be used by us to administer our relationship with you as a customer. We will not without your consent supply your name and address to any third parties except where (1) such transfer is a necessary part of the activities that we undertake or (2) we are required to by operation of law. By accepting these Terms of Supply you also agree to be bound by our privacy policy.

10. Changes to terms

We reserve the right at our discretion to modify, add or remove any or all of the Terms of Supply at any time and each such change shall become effective immediately upon posting. However those changes will not affect any current bookings you have with us but only any new purchases.

11. Assignment

We may assign our rights and obligations under the Contract to any other person including sub-contracting the delivery of any Services.

12. Entire agreement

The Contract constitutes the entire agreement and understanding of the parties and supersedes any previous agreement between the parties relating to the subject matter of the contract.

13. Severability

To the extent that any clause or part of a clause of these Terms of Supply is found to be invalid or unenforceable such clause or part of a clause shall be deemed to be deleted and the remainder of these Terms of Supply shall remain in full force and effect.

14. Non-waiver of rights

The failure to exercise a right or remedy provided by the Terms of Supply or by law does not constitute a waiver of the right or the remedy nor does it mean that we will forfeit any future rights or remedies.

15. Complaints

If you have any complaint about our services please refer to our complaints policy, a copy of which is attached. If your complaint cannot be resolved with the management of GTG, your complaint in relation to the Services may be emailed to customerservices@arnoldclark.co.uk and the parties shall use their reasonable endeavours to resolve it as soon as practicable. If they fail to do so within 14 days and it escalates into a dispute the parties shall try to agree on and implement a method of dispute resolution. If they fail to agree such method within 14 days, the parties confirm that the dispute will then become subject to the exclusive jurisdiction of the Scottish Courts.

16. Governing law

These Terms of Supply shall be governed by and construed in accordance with the law of Scotland and each party irrevocably agrees that the Scottish Courts shall have exclusive jurisdiction in relation to any claim or dispute or difference concerning the Contract and any matter arising therefrom.

Terms of supply - Off Premises - Businesses

GTG Training Limited is a Company registered under the Companies Act (registration number SC290157) and having its registered office at 454 Hillington Road, Hillington Park, Glasgow, G52 4FH (“GTG” or “we” or “us”). Our principal place of business is 1330 South Street, Glasgow G14 0BJ and our VAT registration number is GB 382946709. Our telephone number is 0141 258 5502, our fax number is 0141 950 5678 and our email address is info@gtg.co.uk . GTG provide training courses to both individuals and to organisations (“Services”).

These terms and conditions (“Terms of Supply”) will apply to any of the Services purchased from GTG by telephone or e mail sales. By purchasing Services from GTG by telephone or e mail sales you agree to be bound by these Terms of Supply. Please read them carefully. If you are not willing to be bound by them you should not purchase Services from GTG.

1. The Services

The Services are as described in GTG’s confirmation of booking. GTG makes every effort to describe the Services accurately and agrees to provide the Services with all the care and skill to be expected of a qualified and competent contractor experienced in undertaking services of the same kind as the Services. It is your sole responsibility prior to purchasing any Services from us is to read the course description including the key benefits and pre-requisites for any of the Services booked by you in order to ensure that they are suitable for your purposes. In particular you acknowledge and agree that by entering into this contract with us that you do not rely on any statement, representation, assurance or warranty that is not set out in these Terms of Supply. Any representation, condition or warranty which might be implied or incorporated into these Terms of Supply by statute, common law or otherwise is excluded to the fullest extent permitted by law.

2. Prices and payment

2.1 Prices of the Services are specified on GTG’s confirmation of booking. We may change our prices at any time but that will not affect the prices for confirmed orders. Our prices are quoted inclusive of VAT.

2.2 Payment for the Services is to be made in advance at the time of booking or no later than fourteen days prior the delivery or performance of the Services . GTG accepts payments from the following card types namely Mastercard, Maestro, Visa, Visa Debit, Visa Electron and JCB. Payment may also be accepted by cheque or cash payment.

2.3 Notwithstanding the provisions of Clause 2.2 you may apply for a credit account by requesting a Credit Application from us. Any Credit Application is subject to references and acceptance by GTG. If a Credit Application is accepted payment for Services falls to be due within 30 days of issue of the Invoice therefor. For the avoidance of doubt a credit account will not be available to new or first time or returning customers who must pay for the Services in advance in accordance with the provisions of Clause 2.2 above for at least their initial three purchases. For the purposes of this clause a returning customer is a customer who was non-trading in the 18 month period prior to the purchase of the Services.

2.4 In the event that any sum payable to GTG is not paid on the due date then without prejudice to GTG’s other rights and remedies GTG reserves the right to charge interest on such sum on a day to day basis from the due date to the actual date of payment at the rate of 8% per annum above the base rate of the Bank of England from time to time. In the event that GTG requires to raise debt recovery proceedings in respect of the same then you shall also be responsible for all subsequent legal or other third party costs in relation to the same.

3. Acceptance of an order

3.1 By placing a booking with GTG you acknowledge the applicability of these Terms of Supply. When you place a booking you will be allocated a booking number which should be quoted in all correspondence to us. These Terms of Supply will be binding on you and a contract will come into effect between us upon our written acceptance of the booking issued to you by email (“the Confirmation”). Please note we are not bound by any contract until we have accepted the booking in writing and issued the Confirmation.

3.2 If you have already paid for the Services and we are unable to supply them for whatever reason without being able to offer you a suitable alternative we will notify you and refund you the full amount paid as soon as possible.

3.3 The contract between you and us comprises of the Confirmation and these Terms of Supply (together known as the “Contract”). In the event of any conflict between them the Confirmation shall take precedence.

4. Your right to cancel

4.1 You may cancel this Contract at any time by emailing us at info@gtg.co.uk or by post addressed to 1330 South Street, Glasgow G14 OBJ. If emailing or writing then your cancellation is effective from the date you send the email or post the letter to us. If emailing or writing please quote the allocated booking number referred to in Clause 3 on your notice of cancellation.

4.2 If you decide to cancel the Contract in accordance with Clause 4.1 above and do so at least fourteen days prior to the date of delivery of performance of the Services then we will refund you the price you paid for the Services or, where you have a credit account with us, issue you with a credit note in respect of the same and that within fourteen days of our receipt of a properly served cancellation email or written notice from you. In the event that you cancel within fourteen days prior to the date of delivery or performance of the Services no refund of the purchase price will be given.

If you wish to cancel, please download our cancellation form and return to us by emailing us at info@gtg.co.uk or by post addressed to 1330 South Street, Glasgow G14 OBJ. If emailing or writing then your cancellation is effective from the date you send the email or post the letter to us.

5. Liability

5.1 Nothing in this contract excludes or limits or attempts to exclude or limit the liability of either party for death or personal injury caused as a result of negligence or for fraudulent misrepresentation.

5.2 Subject to the foregoing GTG will be under no liability to you whatsoever (whether in contract, delict (including negligence), breach of statutory duty, restitution or otherwise) for any damage or direct or indirect consequential loss (all three of which terms include without limitation pure economic loss, loss of profits, loss of business, loss of opportunity, loss of goodwill and like loss) howsoever caused.

5.3 Subject to clauses 5.1 and 5.2 GTG’s aggregate liability under this Contract (whether in contract, tort (including negligence), breach of statutory duty, restitution or otherwise) for any damage or direct or indirect consequential loss (all three of which terms include without limitation pure economic loss, loss of profits, loss of business, depletion of goodwill and like loss) howsoever caused will be limited to the amount paid for the Services concerned.

6. Force majeure

Neither party will be liable to the other for any failure or delay or for the consequences of any failure or delay in performance of this Agreement if it is due to any event beyond the reasonable control and contemplation of a party to this Contract including without limitation acts of god, war, industrial disputes, protests, fire, flood, storm, tempest, epidemics, explosion, acts of terrorism and national emergencies.

7. Intellectual property

GTG confirms that it owns or has all necessary rights in the use of all intellectual property in relation to the Services. All such intellectual property shall remain the property of, or the rights in the use of, shall remain with GTG unless otherwise agreed in writing between the parties. In particular for the avoidance of doubt all training materials produced by GTG as part of the Services are solely for the use of the individual delegate attending on behalf of your business and may not be copied, distributed or otherwise reproduced by you or them without our express written consent.

8. Confidentiality

Each party agrees that any information about them or their business is confidential (“Confidential Information”). Each party agrees that it shall not permit duplication, use or disclosure of such Confidential Information to any person (other than its own employee, agent or sub-contractor where the same requires such information for the performance of the Contract) unless such duplication, use or disclosure is specifically authorised in writing by the other party or is required by operation of law. Confidential information does not include information which at the time of disclosure is generally known by the public (other than by an unauthorised act of the disclosing party). Both parties shall take reasonable steps to ensure that their employees, agents and subcontractors keep Confidential Information confidential.

9. Data protection

All personal information that we hold concerning including registration and other information provided by you in respect of any delegate from your organisation where it comprises of personal data will be held and processed by GTG strictly in accordance with our obligations under the Data Protection Act 1998 as amended from time to time. Such information will be subject to our privacy policy and will be used by us to administer our relationship with you as a customer. We will not without your consent supply such personal information to any third parties except where (1) such transfer is a necessary part of the activities that we undertake or (2) we are required to by operation of law. By accepting these Terms of Supply you also agree to be bound by our privacy policy.

10. Changes to terms

We reserve the right at our discretion to modify, add or remove any or all of the Terms of Supply at any time and each such change shall become effective immediately upon posting. However those changes will not affect any current bookings you have with us but only any new purchases.

11. Assignment

We may assign our rights and obligations under the Contract to any other person including sub-contracting the delivery of any Services.

12. Entire agreement

The Contract constitutes the entire agreement and understanding of the parties and supersedes any previous agreement between the parties relating to the subject matter of the contract.

13. Severability

To the extent that any clause or part of a clause of these Terms of Supply is found to be invalid or unenforceable such clause or part of a clause shall be deemed to be deleted and the remainder of these Terms of Supply shall remain in full force and effect.

14. Non-waiver of rights

The failure to exercise a right or remedy provided by the Terms of Supply or by law does not constitute a waiver of the right or the remedy nor does it mean that we will forfeit any future rights or remedies.

15. Complaints

If you have any complaint about our services please refer to our complaints policy, a copy of which is attached. If your complaint cannot be resolved with the management of GTG, your complaint in relation to the Services may be emailed to customerservices@arnoldclark.co.uk and the parties shall use their reasonable endeavours to resolve it as soon as practicable. If they fail to do so within 14 days and it escalates into a dispute the parties shall try to agree on and implement a method of dispute resolution. If they fail to agree such method within 14 days, the parties confirm that the dispute will then become subject to the exclusive jurisdiction of the Scottish Courts.

16. Governing law

These Terms of Supply shall be governed by and construed in accordance with the law of Scotland and each party irrevocably agrees that the Scottish Courts shall have exclusive jurisdiction in relation to any claim or dispute or difference concerning the Contract and any matter arising therefrom.

Complaints Procedure

We take complaints made to our business very seriously. If you are dissatisfied with a product or service you have received from GTG which is part of the Arnold Clark Group please follow this process for raising a complaint.

What complaints we will deal with

We will accept a complaint which is a direct result of the sale or provision of a product or service from the Arnold Clark Group. The definition of a complaint is any expression of dissatisfaction from a customer (or a third party acting on behalf of a customer where authority has been granted.

How and Where to complain

If you have a complaint about a product or service provided by GTG you should in the first instance contact the branch of GTG who provided the sale or service.

Once you have contacted the branch who provided the product or service and discussed your complaint but you remain dissatisfied with the outcome and resolution, you can contact Arnold Clark Customer Services on the following contact details:

Telephone: 0844 815 2129

Fax: 0141 433 2132

Opening hours:

Monday - Friday: 8:30am - 8:00pm

Saturday: 9:00am - 5:00pm

Sunday: 12:00pm - 5:00pm

If you prefer to put your complaint in writing you can contact customer services by:

Email: customer.services@arnoldclark.co.uk

Online: www.arnoldclark.com/customer-services/

By post: 43 Allison Street, Glasgow, G42 8NJ

What information we will need from you:

  • A clear detailed description of what your complaint is about
  • Copies of any letters, emails or correspondence in relation to your complaint
  • Your Confirmation booking number and the branch of GTG which you are complaining about
  • Your contact details, including your telephone number.

We aim to respond to complaints within 48 hours of receipt of your complaint to the business. If we cannot reply to you in this time we will contact you to let you know why and when you can expect a reply.

What happens next

When you have made your complaint we will:

  • Telephone you to acknowledge your complaint within 24 hours of receipt.
  • Investigate your complaint and deliver to you the outcome of that investigation, the rationale behind our decision and a resolution to the complaint including an explanation of any redress.

 

What to do if you are not satisfied

If you are not satisfied with the outcome of your complaint you can contact the Head of Customer Services who will review your complaint and provide a final response to you.

You can write to the Head of Customer Services at 43 Allison Street, Glasgow, G42 8NJ.