How to make a complaint

If you’re unhappy, so are we. We try to get everything right, but know that, with the best will in the world, there will be occasions where something goes wrong. If this happens, please let us know so we can put it right. We always do our best to resolve things as quickly, thoroughly and fairly as possible. If you wish to complain you can do so by any of these routes:-

by email: support@rplan.co.uk

by phone: 0333 222 3733

by mail:

rplan Ltd
67 Clerkenwell Road
London EC1R 5BL

When I’ve told you what my problem is, what will you do to put it right?

We’ll contact you in writing to acknowledge your complaint within five working days. A member of our Client Services team will investigate your complaint, keep you informed with regular updates and let you know the outcome of our investigation.

How long will you take to answer my complaint?

We’ll aim to resolve your complaint as soon as possible. The Financial Ombudsman Service (FOS) allows us eight weeks to resolve a complaint before you can ask them to intervene but hopefully it won’t take that long. If we haven’t responded to all your issues within eight weeks, we’ll write to you to let you know you can refer your case to FOS.

Who are FOS and how do I contact them?

FOS is short for the Financial Ombudsman Service. You can contact them at:

South Quay Plaza
183 Marsh Wall
London
E14 9SR

Telephone: 0845 080 1800 or 0300 123 9123

Email: complaint.info@financial-ombudsman.org.uk

The Ombudsman will need you to complete a form, which you can get from their website www.financial-ombudsman.org.uk

We'll remind you of how to contact FOS when we send you either our final decision letter or our eight week update letter.

What if I’m still unhappy following your decision or the resolution you offer?

Please let us know. Our Community Officer will discuss this with you and explain the reasons for our decision.

If you’re still unhappy, once we issue our final response, you will be able to refer your complaint to FOS. FOS will only investigate your complaint after we’ve had the chance to investigate it.

Does following your complaints procedure mean that I can’t follow other avenues like the Ombudsman or legal action?

No. Making a complaint doesn’t affect your right to refer your complaint to the FOS or take any legal action.

Can I refer my complaint to your Directors?

Any complaint we receive is reviewed by one of our Directors as part of our standard procedure so you can rest assured it will receive the highest attention.