Our commitment to you

At Ravenscroft each of our clients is important to us. We believe you have the right to a fair, swift and courteous service at all times.

If you ever need to make a complaint, we will deal with it promptly, effectively and in a positive manner. Any complaint may be made free of charge and via our multiple channel options.


  1. We will send you a prompt written acknowledgement that your complaint has been received and is being dealt with.

  2. We will investigate your complaint and endeavour to keep you up-to-date on the progress of resolving your complaint.

  3. We will endeavour to send a final response to you within 8 weeks of receipt of your complaint. This is a written response which will state whether the complaint has been upheld, if redress has been offered and/or remedial action taken and will enclose a copy of the FOS’s standard explanatory leaflet.

  4. If we are unable to provide you with a final response within this time frame, we will write to you explaining why and advise you when you can expect a final response.

  5. If more than 8 weeks from the date of your complaint has past and you haven’t received a final response, or you are dissatisfied with the final response you have received (at any stage of the process) you can write to:

    Financial Ombudsman Service (FOS)
    Exchange Tower
    London, E14 9SR
    T: +44 (0)800 023 4567 or +44 (0)300 123 9123

    You must refer your complaint to the Financial Ombudsman within 6 months of the date on the final response.