Our top priority is delivering exceptional service to our customers. However, we recognise that, on occasion, things may not go as planned. Customer feedback is invaluable as it helps us identify and address any issues, allowing us to make things right. Additionally, it provides insights into how we can enhance our products and services.
If you have a complaint about the service you received please contact us.
Post: Complaints Department, RNR Commercial Finance Solutions Ltd, St. Georges House, 6 St. Georges Way, Leicester, LE1 1QZ
Email: complaints@RNR-commercial.co.uk
Phone: 0116 456 0617
Website: www.RNR-commercial.co.uk
For all complaints we may record and monitor calls.
If your complaint cannot be resolved straightaway we will:
If you’re dissatisfied with our response, you can ask the Financial Ombudsman Service for an independent review free of charge, but you must do so within six months of the date of our final response letter.
The Financial Ombudsman Service (FOS) will only consider your complaint once you’ve tried to resolve it with us, so please take up your concerns with us first and we’ll do all we can to help. We do our best to resolve complaints and only refer cases to the FOS for an adjudication where we cannot resolve the matter with you.
The FOS is also only able to consider certain categories of complaint, so the FOS might not be able to consider your complaint if:
If your complaint was made outside of these time limits, which is a matter for The Ombudsman to decide, The Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if it believes that the delay was as a result of exceptional circumstances.
Further information on the services provided by the Financial Ombudsman Service can be found on their website: http://www.financial-ombudsman.org.uk or alternatively they can be contacted via:
Alternative Dispute Resolution (ADR) Directive. The ADR directive is European law, which means alternative ways of resolving contractual disputes between consumers and businesses are available.
The Financial Ombudsman Service (FOS) is the ADR provider for Financial Services in the UK and will provide a complaint handling service under the ADR Directive in addition to its role as an Ombudsman Service.
RNR Commercial Finance Solutions Ltd has decided to continue dealing with customer’s complaints when they are received rather than pass responsibility to the FOS under the ADR Directive. This does not affect customers’ statutory rights of referral to the FOS as outlined above.
Online Dispute Resolution Platform (ODR). Complaints about Financial Services firms may also be sent to the Online Dispute Resolution website; http://ec.europa.eu/consumers/odr.
Any complaints received via the ODR, will be forwarded to the FOS and then to Knights Row Limited. Complaints received by this method will be treated in the same way as those received through existing means.
We keep our Complaints Policy under regular review. This policy was last updated on 29th July 2024. Historic versions can be obtained by contacting us.
