Make a complaint
We’re sorry if you’re here because we haven’t got things right.
Telling us what’s gone wrong gives us the chance to fix things for you and to improve our service for all customers.
We aim to deal with complaints as quickly as possible whilst making sure that we treat customers fairly.
How we handle complaints
The information below explains the key steps involved.
Step 1:
Tell us about your complaint by call, in writing or by secure message
The first thing to do is tell us what’s happened and share details of your complaint.
Call us
Please call us on 0370 702 0066 between 8.30am and 5.30pm, Monday to Friday.
Write to us
Send details of your complaint to us at:
Rosolite Mortgages
PO Box 121
Skipton
BD23 9FL
Send us a secure message
You can use our online Self-Serve system to send us a secure message. To do this, please register or sign in to your account at any time.
Step 2:
We’ll acknowledge your complaint and try to resolve it quickly
If you call us to make a complaint, we’ll try to resolve the problem immediately during the call. If we can’t do that, we’ll tell you how we’re going to resolve it.
If you send us a secure message online, we’ll acknowledge this and send you a reply. However, we’ll then respond to your complaint formally in writing.
Whether you call us, write to us or send us a secure message, if we’re able to resolve your complaint within three working days, we’ll send you a summary resolution letter to confirm your complaint has been resolved.
When that’s not possible, we’ll send you an acknowledgement letter within five working days. This will confirm that we’ve received your complaint and will include a reference number that we’ll use from that point on.
Step 3:
We’ll investigate your complaint and keep you updated on progress
We’ll work as quickly as possible to investigate your complaint and keep you updated on progress.
Some investigations may take longer than others, and during this time, we’ll let you know if we need any further information from you, or anyone else, to help us investigate your complaint.
You can call us, write to us, or send us a secure message at any point about your complaint. If you do, please quote the reference number we provided.
Please note – if you send us further secure messages about your complaint, we’ll acknowledge each one and send you a reply. However, we’ll only respond to your complaint in writing.
Step 4:
We’ll send you a final resolution letter about your complaint
Once we’ve completed our investigation into your complaint, we’ll then send you a final response letter. This will explain details of our investigation and the decision we’ve reached.
Our letter will also include information about the Financial Ombudsman Service (FOS), who you can choose to contact if you remain dissatisfied.
In most cases, we’ll send you a final written response to your complaint within four weeks of the date we received it. Where that’s not possible, we’ll tell you when we do expect to provide a response to you.
If we need longer than eight weeks to investigate your complaint, we’ll send you a letter to confirm this and explain what steps you can take.
For more information about complaints, please see the sections below.
To help us deal with your complaint as quickly as possible, we’ll need to know a few key details:
- Your name and address
- Your account number
- Your contact details and any preferred contact times
- A clear description of the complaint and how this has affected you
- Details of what you would like us to do to put things right
If they are relevant to your complaint, you can also provide copies of any letters and documents we’ve sent you, and/or details of any phone calls made between us.
Please note – our online secure message service has a limit of 750 characters per message. So if you have several points to raise or your complaint is more complex, you may want to consider calling us or writing to us instead of sending us a secure message.
If you’re not happy with our final response to your complaint, or if we’ve confirmed that our response is going to take longer than eight weeks, you can refer your complaint to the Financial Ombudsman Service (FOS). This is a free and independent service to help customers resolve problems with financial services companies.
You can refer your complaint to the FOS at any time. However, they will normally only investigate this where we’ve first been given an opportunity to try to resolve your complaint ourselves.
Phone – call: 0800 0234 567 or 0300 123 9 123
Email – send to: complaint.info@financial-ombudsman.org.uk
Post – write to:
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
You can visit the FOS website at www.financial-ombudsman.org.uk
The FOS website contains a range of information, including a database of their previous decisions, details of how to make a complaint and guidance around the types of complaints they accept.
The Financial Conduct Authority (FCA) requires that all firms must publish a summary of their complaints data if they receive more than 500 complaints in a six month period.
To meet this obligation, you can see the latest summary of reportable complaints received by Topaz Finance Limited here.
Please note, this page contains links to external websites. We are not responsible for the content of external websites.