Agilitas Finance ltd (trading as RJStamford) – Complaints Handling Procedure

At RJStamford we pride ourselves in making sure our customers get the best possible service. However, there are times when things do not always go to plan.

This procedure explains how we will deal with any complaints. It also tells you what you can do if you think your complaint has not been resolved to your satisfaction.

If you have a complaint about any aspect of our service then we would like to hear from you. You can contact us by telephone or in writing and your complaint will be resolved by the appropriate person in the shortest possible time.

To help us to investigate and resolve your concerns as quickly as possible, you should in the first instance contact the department with which you have been dealing.

To help us resolve your problem you should provide the following information:

• Your full name and contact information

• Full details of your complaint

• Your agreement details

• Details of what you would like us to do to put things right

• Photocopies of any relevant paperwork

We will try to resolve your complaint immediately; however, sometimes this may not be possible. In the unlikely event that we are not able to resolve your complaint by the end of the third business day after it is received, we will keep you informed of the progress of our investigations and provide our final response in writing providing our findings and the action to then take.

If you have any questions in relation to our complaints handling procedure, please contact Jordan Ripper, Director & Co Founder, who will be happy to assist you.

Agilitas Finance Ltd t/a RJStamford
Trading address;
Unit 6 Park Farm
Goudhurst Road
Cranbrook
TN17 2LJ
Telephone:
Email: complaints@rjstamford.co.uk

Ombudsman
Should you remain unhappy with our findings, having received our Final Response, you may be able to refer the matter to the Ombudsman for review and we’ll advise you of your rights to this.

If you do want the Ombudsman to look into your complaint, you should contact them within 6 months of the date of our Final Response letter – a copy of which they may ask you to send to them.

​The Ombudsman is a free and impartial service for resolving disputes between consumers and financial services institutions and their contact details are set out below.

​By post:
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

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By telephone: 0800 023 4 567 or 0300 123 9 123

By email: complaint.info@financial-ombudsman.org.uk

Website: www.financial-ombudsman.org.uk

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We’ll maintain records and provide the Ombudsman or the Financial Conduct Authority, on request, details of all complaints handled by us.