Complaints

1. How to submit a complaint

How complaints can be made:
• Email - please send to complaints@redwoodcollections.com
• Telephone - please call the complaints line on 
 

2. Investigation

Complaints will be acknowledged in writing within 5 business days.

A designated person with appropriate authority will investigate the complaint.

 

3. Response

Redwood Collections Ltd will provide a final response within 8 weeks of receiving the complaint.

The response will state whether:

a) The complaint is accepted.
b) The complaint is rejected, with reasons for rejection.

 

4. Referral to the Financial Ombudsman Service
(for accounts arising from a regulated credit agreement)

If the complainant remains dissatisfied with our final response, they may refer the matter to the Financial Ombudsman (FOS).

Complaints must be referred to FOS within 6 months of receiving our final response.

A copy of the FOS’s explanatory leaflet will be enclosed with our final response.

 

5. Contact details for the Financial Ombudsman Service:

• Email - complaint.info@financial-ombudsman.org.uk
• Telephone - 020 8080 4841