Complaints Procedure

We endeavour to provide outstanding customer service at all times. If you are not completely happy with the brokerage service provided by Rosewood Finance, please let us know.

How do I complain?

If you have a complaint, please contact us using the information on our contact page.

What information do you require?

Please supply us with your name, address, contact number, and complete details of your complaint to assist us in investigating it.

Please keep in mind that we are unable to investigate or settle any concerns about any lender or broker to whom we recommend you. You must make direct contact with them.

How long will it take to finish?

We will always make every effort to provide a resolution to your concern as soon as possible. If we are not able to do so, we will acknowledge your complaint in writing within five working days of its receipt.

We will always keep you updated on the status of the investigation by writing to you no later than four weeks following your original complaint to tell you of the results of our investigations.

We may not always be able to address your issue and will need to do more research. If your case requires more research, we will notify you in writing of the delay.

We are dedicated to sending you a final response letter outlining the findings of our inquiry within eight weeks of receiving your complaint.

What if I’m not happy?

If you are dissatisfied with our final response or if we have not responded within eight weeks, you may request a formal review by writing to us at the address shown on our contact page.

You may also contact the Financial Ombudsman Service (FOS) after eight weeks, using the contact information provided below:

Address: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Telephone: 0800 023 4567 or 0300 123 9123

You must approach the Financial Ombudsman Service (FOS) within 6 months of receiving our final response.

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