RFFLINK LTD aims to handle complaints about the website and its enquiry process fairly, respectfully, and without unnecessary delay. This policy explains how to raise a concern, what information is helpful, how the complaint may be reviewed, and what routes may be available if another financial business is involved.
The correct complaint recipient depends on the issue. A complaint about the RFFLINK LTD website should be sent to RFFLINK LTD. A complaint about a separate lender, broker, payment provider, or other business should normally be sent to that organisation under its own procedure.
What May Be Complained About
A complaint may relate to website accessibility, a form or confirmation email, the handling of a message, communication quality, privacy, inaccurate website information, or the way an enquiry was administratively processed by RFFLINK LTD.
RFFLINK LTD cannot decide a complaint about a third party’s lending decision where that decision was made independently by the third party, but it can help identify the appropriate contact where possible.
How to Submit a Complaint
Send the complaint by email to info@rfflinkltd.com or use the Contact page. Mark the subject clearly as “Complaint”. A written complaint creates a useful record and allows supporting information to be attached.
Information to Include
- Full name and preferred contact details.
- Date of the enquiry or communication.
- Relevant reference number, if one was provided.
- A clear description of what happened.
- Copies of relevant emails, screenshots, or documents.
- The outcome or correction being requested.
Acknowledgement and Review
RFFLINK LTD should acknowledge a complaint promptly and identify the person or team responsible for reviewing it. The reviewer may request further information where the facts are incomplete.
The review should be impartial, consider the available records, distinguish RFFLINK LTD’s actions from those of a third party, and explain the conclusion in clear language.
Response Times
The business should provide a substantive response as soon as reasonably possible. Where a complaint falls within a regulated complaint process, the time limits and required notices of that process must be followed. Where it is an ordinary website-service complaint, RFFLINK LTD aims to provide an update within 10 business days and a final or progress response within 20 business days, unless the issue is unusually complex.
If more time is needed, the complainant should be told why and when a further response is expected.
Possible Outcomes
Depending on the issue, an outcome may include an explanation, correction of website information, correction or deletion of personal data where appropriate, an apology, resending a confirmation, improving a process, or directing the complainant to the correct third party. A complaint outcome does not guarantee a loan offer or reversal of an independent provider’s decision.
Escalation and External Routes
If the complaint concerns a separate regulated financial business, that business should explain its final-response and external-escalation route. Eligible complainants may be able to refer certain financial complaints to the Financial Ombudsman Service after first complaining to the business. General information is available at financial-ombudsman.org.uk.
Privacy concerns may also be raised with the UK Information Commissioner’s Office after giving RFFLINK LTD an opportunity to respond. Not every complaint is within the jurisdiction of an ombudsman or regulator.
Confidentiality and Records
Complaint information should be shared only with people who need it to review the issue, protect legal rights, or meet an applicable obligation. Records may be retained for a reasonable period to show how the concern was handled and to identify recurring problems.
No Disadvantage for Complaining
A person should not be treated unfairly merely because they raised a genuine complaint. RFFLINK LTD may, however, take proportionate steps where communications are threatening, abusive, fraudulent, or repeatedly duplicate an issue that has already received a final response.
Contact RFFLINK LTD
Questions, privacy requests, complaints, or requests to correct submitted information can be sent to info@rfflinkltd.com. The registered office is 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ. Company number: 16019934.