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.