Complaints Policy

Making a complaint

We endeavour to provide you with an excellent customer service however we acknowledge that, at times, we may fail to meet your expectations. Should you be dissatisfied with the provision or our failure to provide our credit broking services to you, you can make a complaint through any of the below channels:

• Email: [email protected]
• Telephone: 0161 527 4038
• Address: Rosmara Development Group Ltd, Manchester Spinningfields, 10th Floor, 3 Hardman Street, Manchester, M3 3HF

What to expect from us?

We try to resolve complaints as soon as possible. Should we resolve your complaint by the close of the third business day following the day on which we receive your complaint, we will issue you with a written communication called a summary resolution communication acknowledging that you made a complaint and setting out that the complaint has been resolved and making you aware of your right to refer the complaint to the Financial Ombudsman Service should you be dissatisfied with the resolution.

Should we consider that we are not able to resolve the complaint by the close of the third business day, we will issue you with a written complaint acknowledgement within five working days. Thereafter, we will investigate your complaint in order to reach a fair resolution. Please note that investigating your complaint may require us to contact you to obtain further information about your complaint and the allegations raised.

We endeavour to issue you with a written final response within eight weeks.