Internal Complaints Procedure

1. Internal Complaints Procedure

2. We hope the service that we provide to all our customers meets, and indeed exceeds, their expectations. However, we appreciate that sometimes, despite our best care and attention, things can go wrong and you feel the need to complain. This document details how you can do this, and what we will do when we receive your complaint. 

3. You can make your complaint in a number of convenient ways: • By email – complaints@redbridgefinance.co.uk • By telephone – 01284 724651 (during office hours) How To Complain

4. By post – 1 Forbes Business Centre, Kempson Way, Bury St Edmunds IP32 7AR • In person – please contact us first to arrange a mutually suitable time to visit our offices

5. You provide enough information for us to positively identify you on our systems • You provide details of your complaint If you are sending your complaint to us, please ensure that:

6. We would also find it useful if you could provide the following, however this is optional and we will still investigate your complaint without it:

7. Additional information around your complaint that you think will help us in our investigation. • An indication of what you would like us to do to put things right for you. We cannot guarantee that we will do this, but sometimes it can help us resolve things much quicker if we know what you would like us to do.

8. When we receive your complaint we will start by sending you an acknowledgement of your complaint. We will include details of the senior manager who will be handling this. We will also send you a copy of this document so you have it to hand. This will be sent to you within 5 business days of us receiving your complaint. What We Will Do

9. We will then investigate the complaint. • Within 8 weeks of us receiving your complaint we will either:

10. Send you our final response communication detailing the results of the investigation, whether we uphold the complaint, and if so, whether we are making an offer of redress. (Please note that an offer of redress may not always be financial compensation, it may be that we take some action to put things right with your claim, or even offer an apology). • Send you a communication advising you that we are still not in a position to issue our final response. We will tell you why this is and also when we expect to be able to do so.

11. In both of these cases we will provide you with details of the Legal Ombudsman whom you will then be entitled to refer the matter to if you are unhappy with our response, or do not want to wait beyond the 8 week time limit. • Please note, you will not be able to refer the case to the Legal Ombudsman unless you have given us the opportunity to investigate it first.

12. The Legal Ombudsman is a free arbitration service which is provided to review and adjudicate on complaints where the complainant is not satisfied with the businesses response or has taken more than 8 weeks to issue a final response and the complainant is not willing to wait any longer. The Legal Ombudsman

13. To know more update, visit us https://www.redbridgefinance.co.uk/