Complaints Procedure

We always strive for excellent customer service. If you are not entirely satisfied with the brokerage service you received from Rosewood Finance, please let us know your concerns.

How can I complain?

If you wish to complain, you can contact us using the details found on our contact page.

What details do you need?

To help us investigate your complaint, please provide us with your Name, Address, Contact Number and full details of your concern.

Please note that we cannot investigate or resolve any complaints regarding any lender or broker that we refer you too. You will need to contact them directly.

How long will it take to resolve?

We will always aim to resolve your complaint as quickly as possible. If we cannot do this, we will acknowledge your complaint in writing within five working days of receiving it.

Will we always keep you informed on the progress of the investigation by writing to you no later than four weeks after your initial complaint, to let you know the outcome of our investigations.

At times, we will not be able to resolve your complaint, and further investigation will be required. If your case needs further investigation, we will write to you informing you of the delay.

We are committed to ensuring that you receive a final response letter detailing the outcome of our investigation within eight weeks receiving your complaint.

What if I’m not satisfied?

If you are not happy with our final response, or we have not provided a response within eight weeks you can ask us for a formal review by writing to us at the address found on our contact page.

You may also contact the Financial Ombudsman Service (FOS) after the passing of eight weeks following the complaint, using the details below:

Address: Financial Ombudsman Service, Exchange Tower, London, E14 9SR

Telephone: 0800 023 4567 or 0300 123 9123

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

Website: www.financial-ombudsman.org.uk

You have a maximum of 6 months from the date of our final response to contact the Financial Ombudsman Service (FOS).