Finance Complaints Process

By Phone
Call us during office hours and ask for our Customer Services team.

Alresford – 01962 734744

Alton – 01420 544496

Banstead – 01737 353225

Bookham – 01372 458318

Caterham – 01883 341137

Chandler’s Ford – 02380 275901

Croydon – 0208 6679153

Hedge End – 01489 784346

Lymington – 01590 673073

Purley – 0208 6689476

Stockbridge – 01264 312654

Winchester – 01962 862492

By Email
You can email us at:

alresford@rawlingsopticians.co.uk

alton@rawlingsopticians.co.uk

banstead@rawlingsopticians.co.uk

bookham@rawlingsopticians.co.uk

caterham@rawlingsopticians.co.uk

chandlersford@rawlingsopticians.co.uk

croydon@rawlingsopticians.co.uk

hedgeend@rawlingsopticians.co.uk

lymington@rawlingsopticians.co.uk

purley@rawlingsopticians.co.uk

stockbridge@rawlingsopticians.co.uk

winchester@rawlingsopticians.co.uk 

WHAT HAPPENS WHEN YOU MAKE A COMPLAINT?

We aim to resolve all finance-related complaints as quickly and fairly as possible. Here’s what you can expect once we’ve received your complaint:

If We Can Resolve It Within 3 Business Days

• If your complaint is resolved to your satisfaction within three business days, we’ll send you a Summary Resolution Communication.
• This letter will confirm the outcome and inform you of your right to refer the matter to the Financial Ombudsman Service (FOS) if you remain dissatisfied.

If We Need More Time

• We’ll send a written acknowledgement within 5 business days, along with a copy of this complaints procedure.
• We’ll keep in touch and let you know when you can expect our next update.

If It’s Not Resolved Within 4 Weeks

• We’ll send you a progress update (known as a “holding letter”), explaining why the complaint is still ongoing and confirming that we’re actively working on it.

If It’s Still Unresolved After 8 Weeks

• We’ll write to explain why there’s still no final decision.
• We’ll also tell you that you now have the right to escalate your complaint to the Financial Ombudsman Service (FOS).

IF SOMEONE ELSE IS INVOLVED

Sometimes we may have to pass your complaint to another business if they are:

• Solely responsible – e.g., the lender or finance provider. In this case, we’ll forward your complaint to them within 5 business days and let you know we’ve done so.
• Jointly responsible – we’ll work with the other party to handle our part, and let you know how your concerns are being addressed.

STILL UNHAPPY WITH THE OUTCOME?

If we’ve sent our final response and you’re still not satisfied, or if it’s been 8 weeks and your complaint remains unresolved, you may be able to refer your complaint to the Financial Ombudsman Service.

This is a free, independent service for customers who want to escalate complaints about financial products or services.

You must contact the Financial Ombudsman within six months of the date on our final response letter.

CONTACT DETAILS – FINANCIAL OMBUDSMAN SERVICE

Address:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Phone: 0800 023 4567

Email: complaint.info@financial-ombudsman.org.uk

Website: www.financial-ombudsman.org.uk

NEED HELP?

If you’re unsure whether your concern relates to the finance introduction process or something else — don’t worry. Just get in touch and we’ll guide you to the right place.