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 the best possible 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, New City Court, 20 St. Thomas Street, London, SE1 9RS

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 details

  • a description of your complaint and how it’s affected you

  • when the issue happened

  • a contact number (or other preferred method of contact) and a convenient time to contact you.

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 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 aim to resolve your complaint as soon as possible, and preferably within 3 business days from the day of receipt. However, if we need more time to investigate, we will let you know by the 5th business day, outlining the next steps, including when you can expect to hear from us. We will make best endeavours to keep you updated of our progress throughout the investigation and provide you with a case reference number - 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 extraordinary 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 Letter, 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:

Phone: 0800 0 234 567 (free from UK landlines and mobiles)

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

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