What to do if you have a complaint

We are committed to offering high-quality service and customer experience at all times. If you feel we have not provided first-class service, please let us know and we will do our best to resolve the problem. 

You can complain to the person you were most recently dealing with and they will escalate your complaint. Alternatively, you can contact us with any questions or concerns about any aspects of the service which we provide.

You can do this by email at complaints@raylo.com, telephone on 0333 050 9880 or in writing to our address.

Raylo Group Limited
Ormeau Baths
18 Ormeau Avenue
Belfast
BT2 8HS 

Please provide as much relevant background and information as you can regarding your complaint to enable us to thoroughly investigate the matter as soon as possible. 

Below is a guide summarising how we will deal with your complaint.

  • Acknowledging your complaint

We will formally acknowledge your complaint within five working days.

  • Investigating your complaint

Your complaint will always be investigated by a member of staff of the appropriate level. We will process your complaint as quickly as possible and may contact you for additional information in order to deal with your complaint as thoroughly as possible.

  • Resolving your complaint

The member of staff will analyse all relevant facts and come to a conclusion on whether your complaint should be upheld or not. We will make every effort to do this as soon as possible, but in order to thoroughly investigate your case we may need to obtain information from other parties.

If we have been unable to resolve your complaint within four weeks of the date of your complaint, we will write to you explaining why and confirm the next steps we intend to take. 

If we can satisfy ourselves on reasonable grounds that another firm is solely or partly responsible for the fault alleged by the customer, we may refer the complaint/part of the complaint to them within 5 business days of the date of which we became satisfied that the other firm was responsible.

If we are able to resolve your complaint within three business days, we will issue a Summary Resolution Communication letting you know the complaint is closed.

Where your complaint is resolved after three business days, we will issue a Final Response Letter setting out reasons for: 

  1. Why we believe your complaint should be upheld and the intended settlement in light of this; 
  2. Why we do not believe your complaint should be upheld but our intention to make a settlement; or 
  3. Why we have been unable to uphold your complaint. 

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.

If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.

You can contact the Financial Ombudsman using the details below:
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Telephone Number: 0800 023 4567 or 0300 123 9123
Monday to Friday - 9am to 5pm
E-mail: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk

  • Data Privacy Complaints

Raylo’s provisions for compliance with the 2018 General Data Protection Regulation (GDPR) are detailed in our privacy policy.If your complaint is about the processing of your personal data, it may be identified as a data privacy complaint. Data privacy complaints will be handled in a similar way as general complaints. 

You can make a data privacy complaint by email at complaints@raylo.com, telephone on 0333 050 9880 or in writing to the address provided above.

If you are unsatisfied with the final response to your complaint, or you feel that Raylo has failed to comply with the GDPR whilst processing your personal data, you have the right to lodge a complaint with the Information Commissioner’s Office (helpline: 0303 123 1113).

You also have the right to an effective judicial remedy against a legally binding decision, made by a supervisory authority, that affects you. This extends to a failure by the supervisory authority to inform you of progress on a complaint, within three months of it being lodged. 

Requests to exercise your rights under the GDPR should be submitted by email to help@raylo.com or in writing to Customer Service at the address provided above. 

  • Dispute Resolution Process 

If you remain unhappy with the response provided by us or the Financial Ombudsman Service, there are a number of options under the alternative dispute resolution (ADR) regulations you can pursue to resolve the complaint. We recommend the following alternatives: 

  1. Conciliation 
  2. Mediation 
  3. Arbitration 

If you do not wish to pursue these options, you can also refer your complaint to the courts and begin the process of litigation.

You may also wish to contact Trading Standards or Citizens Advice for guidance on making and resolving complaints and using an approved alternative dispute resolution body.

Trading Standards:
Website: https://www.tradingstandards.uk/
Consumer Helpline: 03454 04 05 06
Citizens Advice:

Website: https://www.citizensadvice.org.uk/
Advice line: 03444 111 444 

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