Complaints

Customer complaints

At RIFM Limited, we always endeavour to provide the best service we can to our customers. It is important to us that we are aware of any problems or complaints you may have in relation to our website or services.

How do I make a complaint?

If you are unhappy or wish to make a complaint, you can contact us by:

Post: Complaints Manager, New Horizons, 85 Great Portland Street, First floor, London, W1W 7LT

Email: complaints@newhorizons.co.uk

What happens next?

As we are a Licensed Credit Broker, we are governed by the jurisdiction of the Financial Ombudsman Services (FOS) when dealing with customer complaints. As a result of this, you can expect to have your complaint handled in the following manner:

1. Upon receipt of your complaint, we will do our best to resolve the complaint by the close of business the following day. In order to assist us to deal with your complaint swiftly, it is best that you provide a daytime telephone number when making your complaint.

2. If we do not resolve your complaint by the close of business the following day, we will write to you within 5 days of this time elapsing. This initial letter will set out the following:

a. the name and contact details of the individual dealing with your complaint,

b. a summary of your complaint as we understand it, and

c. a breakdown of the complaint procedure going forward

3. Upon sending the letter, we will commence a thorough Management Investigation into the complaint raised by you. The FOS sets an 8 week period for Companies to conduct a Management Investigation and provide a Final Written Response to the complainant. We will make all efforts to investigate your complaint sooner than this, but depending on the complexity of the complaint this may not be possible. We will endeavour to keep in contact with you on a regular basis as we attempt to resolve the matter.

4. Once the investigation is complete, a Final Written Response will be sent to you from RIFM Limited that will provide you with a summary of our investigation and our decision in the matter. This will also include a copy of the Financial Ombudsman Services’ explanatory booklet.

What if I am not happy with the outcome?

If you are dissatisfied with the outcome of our investigation, you have the right to take your complaint to the Financial Ombudsman Service (FOS). If you wish to refer this matter to the FOS, you must do so within six months of the date of the letter or you may lose the right to refer the complaint.

You can contact The Financial Ombudsman Service by:

Post: South Quay Plaza, 183 Marsh Wall, London, E13 9SR

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

Telephone: 0207 694 1000