Rural Finance Complaints Procedure

If you have a complaint about our service, please tell us. We want to put things right – first time. With the help of your comments we can improve our services. There are three steps to follow when you make a complaint.

Step 1
Speak or write to the person or department that has given you the service you want to complain about. We can usually resolve your complaint straight away. If we cannot, we will tell you how long it will be before we can give you an answer.

Step 2
If you are still not happy, speak or write to our Head Office in Wrexham. Our telephone number is 01978 660 360. Our lines are open from 9.00 am to 5.00 pm Monday to Friday (excluding Bank Holidays). We will take the details of your complaint, and pass it to the right person, who will contact you within two working days. If you want to put your complaint in writing, please address it to:

Complaints Department
Rural Finance Ltd
5 Wilkinson Court
Wilkinson Business Park
Wrexham LL13 9AE

Email: Shelli@rural-finance.co.uk

When we receive your complaint we will reply to you within five working days. We will always deal with your complaint as quickly as we can and we aim to resolve it within 15 working days. However, in some cases it may take us a little longer. If this is the case we will keep you updated by sending you a further letter, advising you of the current status of your complaint, within four weeks of receiving it. If we have not been able to deal with your complaint within eight weeks of receiving it we will write to you and explain the stage we have reached and what we plan to do next. If at this stage you are not happy with the progress we have made you have the option of referring your complaint to the Financial Ombudsman Service.

Step 3
If you have a complaint that Rural Finance does not resolve to your satisfaction, the Financial Ombudsman Service may be of assistance. They can help resolve disputes between financial institutions and their customers. They are entirely independent, and the service is free of charge to consumers. Ask us for a leaflet, or contact the Financial Ombudsman Service for details at:

The Financial Ombudsman Service
Exchange Tower
London E14 9SR

Web: www.financial-ombudsman.org.uk

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

You can also contact the Financial Ombudsman Service (FOS) by phone. 0800 023 4567 – Calls to this number are normally free for people ringing from a “fixed line” phone – but charges may apply if you call from a mobile phone. 0300 123 9123 – calls to this number are charged at the same rate as 01 or 02 numbers on mobile phone tariffs. These numbers may not be available from outside the UK – so please call FOS from abroad on +44 20 7964 0500.