Complaints

At Rightside Financial Services we aim to provide you with a service of the utmost integrity and efficiency. If you are unhappy with any aspect of our service then you should contact us immediately and tell us about your concerns; we will always do our best to put things right for you.

How to make a complaint

You can make a complaint via the following methods:

In writingRightside Financial Services, Horizon House, Guardian Road, Exeter Business Park, Exeter, Devon, EX1 3PD
By telephone01392 345 580
By emailcomplaints@right-side.co.uk
What we will do once we receive your complaint
  1. We will acknowledge your complaint in writing within 2 working days. You will be provided with the name and contact details of the person handling your complaint and when you can expect to receive their response. You will also be provided a copy of our Formal Complaints Procedure. Where possible, the person handling your complaint will not have been directly involved in the matter which is the subject of your complaint.
  2. Within 4 weeks of receiving your complaint, we will:
    • Write to you with our final response which will adequately address the subject matter of your complaint; or
    • Write to you to explain that our investigation has not been completed and provide you with an approximate timescale of when you can expect to receive our response.
  3. Within 8 weeks of receiving your complaint, we will:
    • Write to you with our final response which will adequately address the subject matter of your complaint; or
    • Write to you apologising for the delay, explaining what has caused it and when you can expect to receive our final response. We will also inform you that if you are unhappy with how the complaint has been handled at this stage, you are entitled to refer your complaint to the Legal Ombudsman.
What you can do once you have received our final response

If we have been unable to resolve your concerns, you can refer your complaint to the Claims Management Ombudsman. The Claims Management Ombudsman can investigate complaints up to six years from the date of the problem happening or within three years of when you found out about the problem.

If you wish to refer your complaint to the Claims Management Ombudsman this must be done within six months of the date of our final response to your complaint. If you would like more information about the Claims Management Ombudsman their contact details are as follows:

In writing:Claims Management Ombudsman - A Financial Ombudsman Service, Exchange Tower, London, E14 9SR
By telephone:0800 023 4567 or +44 20 7964 0500 (from outside the UK) between 8am - 8pm (Monday to Friday) and 9am - 1pm (Saturday)
By email:complaint.info@financial-ombudsman.org.uk
Website:www.finacial-ombudsman.org.uk