Complaints process

Making a complaint

Our complaints process follows the standards expected by our regulator, the Financial Conduct Authority (FCA). The FCA defines a complaint as any oral or written expression of dissatisfaction, whether justified or not, about the provision of, or failure to provide, a financial service, in which the complainant alleges they have suffered (or may suffer) financial loss, material distress or material inconvenience. 

 

You can contact us by calling us on 0330 053 7540, by emailing us at customerengagement@rivertonhomefinance.co.uk, or by writing to us at the address below.

 

Riverton Home Finance

Sunderland

SR43 4LY

 

If we receive a complaint from you, we will:

  • Acknowledge your complaint promptly

  • Investigate your complaint and endeavour to send a response to you within 4 weeks of receipt of your complaint. If we are unable to provide you with a response within this timeframe, we will send you an update. 

  • Try to send a final response to you within 8 weeks of receipt of your complaint. If we are unable to provide you with a final response within this timeframe, we will write to you explaining why and advise you when you can expect a final response. 

Financial Ombudsman Service (FOS)

The Financial Ombudsman Service (FOS) is an independent body which is set up to help resolve customer complaints against financial services providers. They have rules on the type of complaints that can be referred to them which you would need to check in advance. 

 

If more than 8 weeks from the date of your complaint has passed and you haven't received a final response, or you are dissatisfied with the final response you have received (at any stage of the process) you can contact the FOS.

 

If you wish to refer your complaint to the FOS, you must do so within 6 months of our final response letter. 

 

You can make a complaint to the FOS by calling them on 0800 023 4567, by submitting a complaint online at financial-ombudsman.org.uk, or by writing to them at the address below.

 

Financial Ombudsman Service (FOS)

Exchange Tower

London

E14 9SR