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COMPLAINTS PROCEDURE

We hope you are fully satisfied with any products or services received from Romans International Ltd. However, if there is something you are unhappy with, please contact the relevant team member, so that we can look to put matters right.

Please contact us as soon as possible. In the first instance, ask to speak to the member of staff in the relevant department, who will look to resolve your complaint.

Romans International Ltd
Brighton Road (A217)
Banstead
Surrey
SM7 1AT

Email: sales@romansinternational.com

Tel: 01737 363 700

ESCALATING THE COMPLAINT:

If after contacting us you feel we have been unable to resolve your complaint satisfactorily, please email or write to our General Manager.

Depending on the nature of the complaint and associated complexity, we aim to resolve most complaints within 72 hours. However, sometimes this is not possible, although we will always aim to resolve your complaint as quickly as possible.

If your complaint relates to Financial Services we are required to adhere to a strict Code of Conduct and the timeline for resolving complaints, which is detailed in the FCA Regulations, these can be found on www.fca.org.uk.

If you are dissatisfied with either our final response, or the reasons for any delay in providing our final response you may be able to ask the Financial Ombudsman Service for an independent review.

To be able to ask them for an independent review your complaint must be in relation to our credit broking, and you must have given us the opportunity to find a resolution first. You must also be a private individual, or a business, charity, or trust with an annual turnover of less than 2 million Euros and fewer than 10 employees.

If you wish to pursue your complaint to the Financial Ombudsman Service you must do so within 6 months from the date on which we send you our final response letter. Further details and contact methods can be found on www.financialombudsman.org.uk/consumer/complaints.html.

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