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Complaints

Making a Complaint

Ramsdens Financial Limited is committed to offering the highest standards of customer service. However, if you are not satisfied with any aspect of any of our services, please let us know and we will endeavour to do everything we can to put things right as quickly as possible.

It is important for Ramsdens that you are given the opportunity to question what has been done if you are not happy with it. We wish to learn from any mistake so that we can improve our service to you. Our complaints procedure is outlined below.

Stage 1

The first step is to let us know by either contacting your local branch manager, in branch or over the phone, who will then try and resolve your concerns in a timely manner or alternatively contacting us at complaints@ramsdensfinancial.co.uk

Whatever the issue, you can be assured that individual problems will be looked at and, if we are at fault, we will do all we can to put things right.

When you have made a complaint to us, we will:

  • Investigate your complaint
  • Inform you of our findings
  • Where we are at fault, we will endeavour to put things right to the best of our ability
  • Where we are wrong, review our procedures or services to avoid the problem occurring again

 

Stage 2

If your local branch manager is unable to resolve your complaint or if you are unhappy with their response you can contact us by e-mailing complaints@ramsdensfinancial.co.uk or by writing to us using the following address: Customer Services, Ramsdens Financial Ltd, Unit 16, The Parkway Centre, Coulby Newham, Middlesbrough, TS8 0TJ.

We take all complaints seriously and wish to resolve all matters as soon as possible. We will write or send an email to you acknowledging your complaint. You will then be contacted to inform you what actions we can and will take to resolve the problem.

Stage 3

If within 8 weeks after receipt of your complaint a resolution is not possible and you feel your complaint has not been satisfactorily resolved you may contact any of the following;

Pawnbroking National Pawnbrokers Association
Travel Card Payment Card Technologies
Financial Conduct Authority
Financial Services* The Financial Ombudsman Service
Any item bought from ourselves Trading Standards Institute
Any item bought online from ourselves Online Dispute Resolution (ODR)

 

* If you decide to refer your complaint to the Financial Ombudsman Service after we have issued our Final Response, you should do so within 6 months of the date on our Final Response Letter.

Contact details for the above organisations can be found below:

Ramsdens Financial Limited
Unit 16, The Parkway Centre, Coulby Newham, Middlesbrough, TS8 0TJ
complaints@ramsdensfinancial.co.uk

The National Pawnbrokers Assocation
Suite 508, 107-111 Fleet Street, London, EC4A 2AB
Enquiries: 08456 120 640

Payment Card Technologies
PCT (Retail) Ltd, 5th Floor, 48-54 Moorgate, London, EC2R 6EJ
Enquiries: 0203 3971699

Financial Conduct Authority
25 The North Colonnade, Canary Wharf, London, E14 5HS
Enquiries: 020 7066 1000

The Financial Ombudsman Service
Exchange Tower, London, E14 9SR
Enquiries: 0800 023 4567
complaint.info@financial-ombudsman.org.uk
www.financial-ombudsman.org.uk

The Trading Standards Institute and itsa Limited
1 Sylvan Court, Sylvan Way, Southfields Business Park, Basildon, SS15 6TH
Enquiries: 03454 040506

Online Dispute Resolution (ODR)
https://webgate.ec.europa.eu/odr/main/index.cfm?event=main.home.show&lng=EN