Gladstone Brookes Ltd Reviews 

At the beginning GS Ltd investigated a number of my claims so I was quite happy. But with a reputable Mortgage lender, they followed up my credit cards but forgot to follow up my joint mortgage (which the lender agreed we had PPI on). At first they said no all cases were closed then when I complained again my file was reopened and they said that they had made a mistake and not followed that claim up and it would be placed with their Alpha team to pursue via their DSAR process whatever that means. I had to fill out another claim form, identical to the original we signed 18 months ago and waited. No new case has been ever opened on my file, indeed when I raised a complaint the emails regarding the Alpha team were completely overlooked in their response. Nobody could connect me to the person who confirmed that the mistake had happened but I was promised a call back within 24 hours. That was Friday 18th December and I am still waiting. They will probably respond with please contact complaints, I have done that with no outcome so now looking at taking this case higher.

No one seems to know what they are doing, I got a text telling me to return some correspondence urgently, but when I rang up it was only sent two days earlier, after a week still no letter, they say it takes 5-10 wds and I had to almost argue to get them to send another, 5-10 days , has the carrier pigeon got H5N1

A VERY poor experience & I've No Faith whatsoever in Gladstone Brookes. All I've had is a deadline excuse & surprise surprise a Covid excuse,18 months after submitting my claim. No one gets back to me as promised. I'm NOW into my 7th working day with NO RESPONSE to my complaint, after being told again, someone will get back to me within 5 working days. Take a Very wide birth!

Waste of time.I have waited almost 2 years for GB to finalise a straight forward claim.i have not had any update since sept 2019.the bank I am claiming against has always been online so they have been operating almost normally.

I have had quite a positive experience with Gladstone. They have kept me in the loop with claims.
I have had one successful claim so far. (received cheque two days ago) Althought it would have been cheaper to pursue PPI claims independently, it saves time.

This company is absolutely shambolic..as previous review says all they was to do is SMS you...I received a payout (it appears luck me with this company) and then received an invoice, then I received an email saying don't pay it as its the wrong amount...3 months later I'm still waiting for the correct invoice to be sent to me but...I also received a letter to say MBNA owe me money but apparently MBNA say they sent me a letter stating I have 3 years to claim..so as I had signed an agreement with Gladstone, I'd expect them to get a copy of this letter to see where it was sent as we all had to do..we had to give previous addresses..but no GB decided to close the case without doing any leg work...they just want the easy picking..sod having to do any work to get some money back..we as customers have to forfeit this money owed..then there the small situation with regards to their Data protection..so after them wanting to do everything by SMS, I called them and asked for my email, my telephone number all to be removed and just correspond via mail, but guess what..4 weeks after this was requested..I was still receiving emails..so Ive wrote to them 3 times and hey...no response..I then requested my data they hold on me be sent to me under freedom of information act...they sent my data, but not all of it..no copies of emails or transcripts of our conversations, this we are all allowed..So Ive now taken it up with the FCA (financial conduct authorities) who said if I have exhausted all avenues with them take it to The Financial Ombudsmen Services as I feel I have missed out on monies owed to me because of their failings...I urge those that are getting nowhere with Gladstone Brookes to also do this..because you also cant speak to Jason Moore who is the Complaints Manager for GB even though FCA say to call him and speak with him..but every call is intercepted and you wont get through to him.
A note for Gladstone Brookes on my review..do not just reply with the standard message...just email us..
As you can see Gladstone Brookes pay no attention to what you write on here either..a standard reply to email them..Ive sent 4 letters to Gladstone Brookes by recorded delivery, how about you reply to those???????????
THEY ARE NOW SO BAD THEY HAVE HAD THEIR FCA APPROVAL REMOVED

I get weekly calls, saying that my lender has made a decision, but they are still not aware what it is!

My claim dates back to last summer (2019), and these reviews aren't exactly filling me with any confidence.

shambolic admin system , logged all of my PPI twice so had duplicate for each PPI claim, never got me much money in the end, they are now working on the duplicates and then telling me I have had my PPI payouts when I had not as they cancelled the wrong claims cases ie the originals, you couldn't make it up. still have cases ongoing after nearly 18 months but not expecting much in the way of Pay-outs which they claim to be good at ???. just poor administration &communication, and customer service. Avoid Avoid Avoid.

I submitted ppi Jun 2019. I haven’t heard anything since. I gave them a call to check and told me that it’s been delayed because of the pandemic. It’s been more than a year, I haven’t received any communication from them regarding my application. I am so unhappy with this company!

They just expect you to reply to sms messages no invoice when their website says wait for an invoice not very proffessional we are still waiting for our cheques since 10th sept dont think its happening

I so wish I had read the reviews before contacting this company. They are without doubt the worst company I have ever had dealing with. They make mistakes yet somehow that is the customers fault.
They promise to call back yet don't ever bother and worst of all in my eyes they couldn't even get my name right. To me that is pretty basic and if they can't get this right what hope is there.
When I made a complaint the display of arrogance shown by their management was staggering. They really couldn't care less about you as a customer yet when they eventually do get you any money they are very quick to chase you then.
One other thing are you aware that your personal information is being handled by staff living in South Africa?????

This company is without doubt one of the very worst that I have ever dealt with. They never answer the phone, just put you on hold. They never answer emails either. However when they think you owe them money they hound you every week. My dealings related to PPI and they pestered me for ages for their commission even though they had not sent me an invoice. Pathetic. My advice would be stay well away.

Some one called me tonight about a claim that was successful on a very old Burton card. I used the service as couldn't be bothered contacting all the individual companies to look at claims. However other than that, they don't offer you much for their fees! Changed your name: expect to go to the bank's branch to provide proof
Received an offer: expect a call 2 weeks later from Gladstone to tell you what you already know. And be extremely rude over the phone when you try to explain they've already emailed you. I threw the copy of the letter from Burton's, but she kept asking me for the reference. She refused to let me explain they'd sent me a letter to tell me the claim was successful and they'd be no charge.
2 stars as they waved the fee due to the amount awarded so low. Other than that, don't really do much for their money, lots of pointless calls, they don't check their systems before calling and the lady tonight was exceptionally rude
Update: I received an email from Gladstone apologising for the confusion with the call I mentioned above. I'm not sure if this was because of this review or just luck the call was monitored but in any case it was nice to get an apology. Stars updated to 3 based on this

Why is it so hard for Gladstone Brookes to contact you in writing through the post. I have received several phone calls relating to the same card and I have asked for the information they require to be put in the post in order for me to respond.

I then get told, they will send email with a link to PDF what the hell is that, a foreign language to me.

I then receive a text telling me to click on links. I have a very old phone that is unable to do that

Please send me a letter in the post, apparently, to do that it has to get passed by management

Not Happy

They finally got myself a ppi refund. Got a letter from them stating Morgan Stanley owed ££££. Two weeks on I haven’t heard or received anything from Morgan Stanley. BUT Gladstone Brookes call every day and constantly send letters. I can’t give them what I don’t have. AVOID THESE CROOKS

in March 2019 I gave details to GB re claims on accounts with HSBC. I heard nothing until just before xmas 2019 from HSBC requesting signatures. This was provided. The only contact I had from GB after this was to ask if I had returned the offers from HSBC and had I been paid. I explained the paperwork hadnt arrived and asked for it to be emailed as well as reposted. The reposted forms arrived before the email (despite royal mail having a ping of 3 days V their ISP at about 11ms)
Then phone call the following week to see if redress had been paid and asking about their cut. Let see if this continues, if it does complaint regarding harassment.

Submitted a request back in August, just in case. Hadn't heard much and then just got a payment for £1051 and paid GB £291. I am convinced I never had PPI and the loan agreement I had with Natwest could be over 15 years old and no details were provided, so don't really know when it was for. Another claim is also ongoing, but no real details. If I knew the details about the PPI I wouldn't be using GB! At the end of the day it is money I never expected so is a bonus.

I'm quick to complain, quick to critique (believe me, Tesco bank said if I wrote any more letters like the one they received they would not answer me again) so... for me to give GB 4 stars is above and beyond the call of duty - but I am that impressed. I have been a Gladstone Brookes 'customer' since the whole PPI fiasco broke. They worked at and got me a cheque some time ago, I didn't think there was any more out there. Then I had a letter saying they had failed to collect from one card I held years back, then two weeks later an email arrived saying they had negotiated a deal with yet another of my cards and I would be receiving a cheque. Their fee was small considering the work they had done for me. the advice was extensive, I am following through with the tax rebate and I have paid them with my thanks. During our negotiations I had dealings with two customer service people, one worked extremely hard to get all the details he needed (it was that card which just paid out) and another who was guiding me through the whole electronic signature bit (Old Ladies Don't Always Do Technology That Well) and ended up writing me emails which had me in hysterics. You can't ask for more than someone who gets the money for you against the odds and manages to bring humour in as well. That company has its faults,no doubt, but the pressures to make a living in such an industry are intense. Covid-19 has been set fair to nearly bankrupt me, can't open my shop for another week, so the money is a lifeline and I am grateful, really grateful, that G B worked so hard and got me some cash just when I needed it.

Professional Service. Would recommend.

Do not touch them with a barge pole. I don't mind paying a commission if they do the job but they don't.... Funnily enough they are hotbon the job of chasing payment even before you've had payment from the vendor.
I regret the day I ever got involved with them.
They don't communicate with each other do you have 10 letters and 20 phonecalls sll saying the same so you repeat yourself constantly and still no results. USELESS