Complaints

We always strive to improve our standards and to deal with any complaints speedily and effectively.

If you wish to make a complaint, you can do so by phone, email, or post.

Phone : 0161 871 6705
Email : contactus@rishonfinance.com

If you submit your complaint via post, it is important that you include:

Your Rishon Finance loan account number
Your full name, address and date of birth
A contact number on which we can reach you
The method by which you want us to respond to you (phone, email or post)
The details of your complaint

What are the next steps?

It is very important to us to try and resolve all complaints as quickly as we can. If we find it necessary to undertake in-house enquiries, it may take us a little extra time to respond to you. Please be reassured that we will be dealing with your complaint.

If it hasn’t been possible to settle your complaint within a period of 3 working days, we will do the following:

Acknowledge receipt of your complaint within 5 working days, either by email or letter, also enclosing a copy of this complaints procedure.
Undertake a full enquiry regarding your complaint, and if needed, a check of all call recordings and relevant documentation, including, but not limited to, credit reports. We may also liaise with other divisions in the business.

Should you not receive a further response from us within 4 weeks, we will contact you again, in writing, to let you know that enquiries into your complaint are still continuing. We expect a Final Response letter to be sent out to you within 8 weeks from the date we received your complaint.

What is a Final Response letter?

We consider that your complaint has been fully investigated
We have informed you that you may contact the Financial Ombudsman Service (FOS) within 6 months from the date of the Final Response letter, if you feel dissatisfied with the outcome of your complaint.
The FOS explanation leaflet has been enclosed, or you have been notified of the relevant link which will give access to this information on the FOS website.

If, by the end of the 8 week period, we are still unable to provide a Final Response, we will contact you by written letter to explain the reasons for the delay, and also give an idea of when we will be able to present our Final Response to you. With this correspondence, you will be given details of the FOS in case you would like to discuss your complaint with them.

If you are unhappy with the Final Response you receive from us, you may then refer your complaint to the FOS. In general, this should be done within a period of 6 months from the date you receive the written Final Response, or within 6 years of the incident taking place and about which you have lodged your complaint (or alternatively, within 3 years after this comes to your attention).