Compliments & Complaints

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.

You can call us on 0800 21 21 21, come into a branch, send us written mail, email us or complete the complaint form below & we will respond promptly to your concerns.

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.