Our commitment

Our commitment to you

At Reality Finance Solutions Limited each of our customers is important to us, and we believe you have the right to a fair, swift and courteous service at all times.

Complaints procedure

1. We will acknowledge your complaint within 5 working days of receipt of your complaint.
2. We will investigate your complaint and endeavour to send a final response to you within 4 weeks of receipt of your complaint. If we are unable to provide you with a final response within this time we will send you an update.
3. We will endeavour to send a final response to you within 8 weeks of receipt of your complaint. If we are unable to provide you with a final response within this time frame, we will write to you explaining why and advise you when you can expect a final response.
4. If more than eight weeks from the date of your complaint has past and you haven’t received a final response, or you are dissatisfied with the final response you have received (at any stage of the process) you can write to:
   
   Financial Ombudsman Service (FOS)
   South Quay Plaza
   183 Marsh Wall
   London
   E14 9SR

You must refer your complaint to the Financial Ombudsman within 6 months of the date on the final response.