Gavin Dixon Finance Complaints Procedure

Rural Finance Ltd and Rural & Commercial Finance Ltd are committed to providing high quality service. We acknowledge that it may not be perfect for every individual, so we have set up the following complaints procedure.

All complaints received will be investigated with the FCA principle of Treating the Customer Fairly in mind.

 

Verbal complaints

If you would like to make a verbal complaint call us on 01978 660360 or contact your Appointed Representative.

The Compliance Officer will log your complaint.

Once the complaint has been logged, we will acknowledge it in writing.

Rural Finance Ltd and Rural & Commercial Finance Ltd will aim to investigate and respond to your compliant within 10 working days however if it takes longer we will keep you updated.

The complaint must be dealt with within 8 weeks.

If there are mitigating circumstances holding up the complaint, we MUST respond to you informing you of what is holding the complaint up.

Rural Finance will then look to issue you with a Final Response letter, within the Final Response letter we will inform you of the decision and our findings regarding your complaint. We will also supply you with The Financial Ombudsman’s details in case you require further advice or are unhappy with the handling of your complaint.

 

Written Complaints

You can email your complaint to Compliance@rural-finance.co.uk or  post it to 5 Wilkinson Court, Wilkinson Business Park, Wrexham, LL13 9AE

This will be passed immediately to the Compliance Officer.

The Compliance Officer will log your complaint.

Once the complaint has been logged, we will acknowledge it in writing.

Rural Finance Ltd and Rural & Commercial Finance Ltd will aim to investigate and respond to your complaint within 10 working days however if it takes longer, we will keep you updated.

The complaint must be dealt with within 8 weeks.

If there are mitigating circumstances holding up the complaint, we MUST respond to you informing you of what is holding the complaint up.

Rural Finance will then look to issue you with a Final Response letter, within the Final Response letter we will inform you of the decision and our findings regarding your complaint. We will also supply you with The Financial Ombudsman’s details in case you require further advice or are unhappy with the handling of your complaint.

 

The Financial Ombudsman Service

The Financial Ombudsman Service is an entirely independent service and advice is free of charge to consumers.

You must contact the Financial Ombudsman within six months of our Final Response letter.

Address – Exchange Tower, London, E14 9SR

Helpline – 0800 023 4567

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

Website – www.financial-ombudsman.org.uk