Complaints

1. How to submit a complaint

How complaints can be made:
• Email - please send to complaints@redwoodcollections.com
• Letter - write to Redwood Collections Ltd, Airport House, Croydon, CR0 0XZ
• Telephone - please call the complaints line on 020 8080 4841
 

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 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.

 

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