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How do I complain?
How do I complain?

A guide to letting us know when something's wrong.

Adam L avatar
Written by Adam L
Updated over a week ago

How do I complain?

Here at Raylo we’re committed to putting the customer at the heart of everything we do and providing a wow service.

Despite always trying to do our level best to give you a great experience with us, we do understand that sometimes things may go wrong, and we are sorry. If you feel like we’ve fallen short of our commitment to you, we want you to let us now as soon as possible and we will do our best to resolve the problem.

If you have a complaint, you can send it to us via one of the following:

  1. Use the live chat function on our website (

  2. You can also write to us at: Raylo Group Limited, 5 New Street Square, City of London, EC4A 3TW

Once you have submitted the complaint, we will acknowledge receipt shortly after and commence the investigation.

What we need

In order to resolve your complaint as quickly as possible, we would really appreciate if you could include the following when getting in touch:

  • your name and address

  • your account number

  • a description of your complaint (when the issue happened and how it's affected you)

  • what you see as a reasonable resolution

What happens next

Once you have submitted the complaint, we will acknowledge receipt shortly after and commence the investigation.

One of our complaints team will get in touch with you (most likely via email) to discuss your complaint as we want to make sure we have all the facts before reaching an outcome. Please let us know if you have a preferred method of contact.

We will make best endeavours to keep you updated of our progress throughout the investigation and and will provide you with a complaint ID - which you can quote to us if you want to discuss your complaint further or have any additional information you would like to share with us.

We will always aim to respond to you as soon as possible. However, in some circumstances, we may need to take a little longer to reach the outcome. Final responses may take up to 8 weeks.

What happens when we reach a decision

Once we've completed a thorough investigation, we'll be in contact to let you the outcome, how we dealt with your complaint and how we reached our decision.

What you can do if you are not happy with our response

We hope to resolve your complaint to your satisfaction. However, if you remain dissatisfied following receipt of our final response, you have the right to refer your complaint to the Financial Ombudsman Service, free of charge, but you must do so within six months of the date of this letter.

You can contact the Financial Ombudsman using the details below:

Email: [email protected]
Phone: 0800 0 234 567 (free from UK landlines and mobiles)

Post: Financial Ombudsman Service, Exchange Tower, London E14 9SR

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