Quality control

Need to make a complaint?
Please email quality@redwoodcollections.com
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Redwood Collections complaints procedure
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1. How to submit a complaint
Complaints should be submitted in writing to ensure clarity.
Alternatively a complaint form can be provided upon request.
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2. Investigation
Complaints will be acknowledged in writing within 5 business days.
A designated person with appropriate authority will investigate the complaint.
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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.
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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 Service (FOS).
Complaints must be referred to FOS within 6 months of receiving our final response.
A copy of the Financial Ombudsman Service’s explanatory leaflet will be enclosed with our final response.
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5. Contact details for the Financial Ombudsman Service:
www.financial-ombudsman.org.uk
0800 023 4567
complaint.info@financial-ombudsman.org.uk
The Financial Ombudsman Service, Exchange Tower, London, E14 9SR