Client Care

At Red Fox Finance, we consider client feedback management vital in providing the best service levels and continuously improving our services and systems. Your complaint will receive thorough investigation, and we are committed to dealing with it fairly and promptly.

Summary of our Feedback Handling Procedure:

1. Early Resolution Procedure: We aim to resolve complaints within 3 business days through our Early Resolution Procedure. If we address and resolve your complaint to your satisfaction, we will close the complaint and provide you with a Summary Resolution letter. However, if you remain dissatisfied with the resolution, we will provide you with contact information for the Financial Ombudsman Service.

2. Escalation and Investigation: If your complaint cannot be resolved through the Early Resolution Procedure, we will acknowledge it in writing within 5 business days. The complaint will be escalated to senior management, who will investigate it promptly, thoroughly, and impartially.

3. Involvement of Third Parties: If your complaint involves actions of a third party, they will be asked to investigate and report back. We will keep you informed of any developments in such cases.

4. Response Timing: We aim to respond to your complaint as soon as possible and, in any case, within 8 weeks of receipt.

5. Unresolved Complaints: In the unlikely event that your complaint remains unresolved within 8 weeks, we will inform you in writing of the reason for the delay and provide details of the Financial Ombudsman Service for further recourse.

Contact Details for feedback:

Red Fox Finance Limited

Floor 8b, Buchanan Tower,

Cumbernauld Road,

Stepps, Glasgow,

Lanarkshire,

G33 6HZ

Email: feedback@redfoxfinance.co.uk

Please Include the Following Information in Your feedback:

- Your name and address

- Your daytime phone number and preferred contact times.

- A clear description of your concerns or feedback, along with details of what you would like us to do to resolve the issue.

Independent Review by the Financial Ombudsman Service:

If you are dissatisfied with our final response, you have the option to refer the matter to the Financial Ombudsman Service within six months of our response. The Financial Ombudsman Service is a free, independent, and impartial resource for resolving disputes with financial firms.

Contact Details for the Financial Ombudsman Service:

- Post: The Financial Ombudsman Service

  Exchange Tower

  London E14 9SR

- Phone: 0800 0234 567

- Online: www.financial-ombudsman.org.uk

We are members of the Finance and Leasing Association (FLA). If you wish to complain directly to them, you may send your complaint to business.finance@fla.org.uk.

For more information, visit https://www.fla.org.uk/business-information/how-to-make-a-complaint/.