Real Finance is proud to offer our clients a superior level of customer service, and your satisfaction is very important to us.If you would like to make a complaint or offer a compliment, we encourage you to contact us
We’re a bunch of dedicated people who take great pride in the environment we create for our team and our valued clients. We would love to hear that we are doing things right and that you are happy with our results when you deal with Real Finance in any capacity.
If you have a compliment which you would like to pass onto us you can get in touch with your usual account manager, email us at firstname.lastname@example.org or call us toll free on 0800 21 21 21. We also have a short feedback form which we would be really grateful if you could complete.
The Team here at Real Finance are wholeheartedly committed to providing you with a superior standard of service & support. If you think we’ve made a mistake or provided a service that doesn’t meet your expectations, please let us know. That way, we can put things right for you & identify what we can do better for all of our clients in the future.
Once we receive your complaint we will immediately check it for completeness and notify you that we have begun investigating.
We strive to return a response within 7 days. We may also send you a written request for more information before that time runs out to better understand the scope of the issue/s, and how we can rectify the problem.
Depending on whether your complaint is under the Financial Markets Conduct Act 2013 (FMCA) or the Credit Contracts and Consumer Finance Act 2003 (CCCFA), we may have up to 40 working days to provide a resolution to your issue.
If at the conclusion of our complaint process we have not resolved your issue or you are not satisfied with the outcome, you may escalate your complaint via our external dispute resolution process. This is where an independent body experienced in financial disputes, mediates between you & Real Finance. There is no charge to you for using this service.
“Real Finance took my feedback seriously. They listened and then came back to me with a thoughtful solution.”