Our Policy

Our customers are the core of our business, so it’s a top priority for us to provide the best quality of service we can. If you have any concerns about our service, please let us know and give us the chance to put things right. 

How to file a complaint 

Email: finance@finance.gi 

Post: Horizon Finance Limited, Unit 16 Honeysuckle House, Waterport Terraces, Gibraltar, GX11 1AA.

What to expect after you’ve filed a complaint

We’ll acknowledge your complaint within two business days of receiving it.

It is always our goal to resolve the issue for you as quickly as possible and usually no longer than within 8 weeks. If we cannot resolve it within that time period, we will:

• Inform you of why it hasn’t been resolved
• Keep you updated on the current status of the issue
• Let you know when to expect to hear from us again

Sometimes, if we are addressing a complex issue, it may take longer than usual to resolve.

We always aim to send you a final response within 8 weeks of receipt of your complaint.

How to contact the Gibraltar Financial Services Commission  (GFSC)

If you are dissatisfied with our final response, or if you have not received a response from us within 8 weeks of making your complaint, you can contact the Gibraltar Financial Services Commission for further assistance. The Gibraltar Financial Services Commission  is the Competent Authority in Gibraltar dedicated to resolving individual disputes between consumers and financial firm. 

You may contact the Gibraltar Financial Services Commission by writing to Gibraltar Financial Services Commission at Consumer Credit Team, Suite 3 Ground Floor, Atlantic Suites, Europort Avenue, Gibraltar with telephone number 200 40283 or by email at ccacomplaints@fsc.gi.