How to complain | RBS Invoice Finance


How to complain

Please let us know if you're unhappy with our service

 

Security may be required.  Product fees may apply.

We aim to...
Resolve your complaint fairly, without delay.
Make it easy for you to tell us about your complaint.
Make sure you are satisfied with how your complaint was resolved.
Give your complaint the attention it deserves.
How to complain

Your Relationship Manager should be able to help you with your complaint. You can contact them by phone, email, in writing or arrange a meeting. But if that isn't appropriate, you have other options. 

In person

Drop into one of our offices. They're open 9am - 5pm, Monday - Friday. 

 

See our list of offices

In writing

Send details of your complaint to:

Corporate Complaints Centre,
First Floor, 8 Brindley Place,
Birmingham,
B1 2TZ

By telephone

Call our Complaints Team on: 

0345 608 8022

Lines open 9am - 5pm, Monday - Friday. Calls may be recorded.

How long will it take?

The sooner you contact us, the quicker we can handle the matter. However, we try to resolve complaints straight away. If this isn't possible, we'll keep you informed about your complaint's progress. 

Within five working days

We'll write to you after five working days of receiving your complaint. The letter will outline:

  • why your complaint hasn't been resolved yet
  • who's dealing with your complaint
  • when we will contact you again.

More than two weeks

Most complaints are resolved within two weeks of receipt. But complex complaints can take a bit longer. If this happens, we'll contact you with regular updates. 

Ombudsman Service

We aim to resolve all complaints internally. But if you're not satisfied, you can contact the Ombudsman Services. The Ombudsman Service is an independent specialist dispute resolution organisation. 

To see if your complaint qualifies, you need to contact the UK Finance. 

The Ombudsman Services will only investigate the complaint if:

  • The company you are complaining on behalf of or for who you are a guarantor, has an annual turnover (revenue) of no more than £6.5million;
  • The matter, which is the subject of the complaint, took place on or after 1st July, 2013
  • The complaint relates to invoice finance and / or asset based lending products; and
  • You received a 'deadlock' letter* from us, or
  • The complaint remains unresolved, and more than 12 weeks have elapsed since you registered it. 

The complaint must be referred to the Ombudsman Services within six months of either:

  • The date of a 'deadlock' letter
  • The end of the 12-week internal resolution deadline. 

* A letter from RBS Invoice Finance to the client confirming that it has not been possible to resolve the complaint.

Find out more at www.ukfinance.org.uk

Contact details for UK Finance

By phone

(+44) 0203 934 1456

By email

ifablstandards@ukfinance.org.uk

By writing

Alex Waterman, UK Finance,

5th Floor, 1 Angel Court, London, EC2R 7HJ

 

Any more questions?
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