We are aware there has been a technical issue with a number of direct debits that were due on the 1st and 2nd April. We are working to rectify the problem and customers need take no further action. Payments will be taken automatically on the 7th or 8th April. We sincerely apologise to all of our customers for any inconvenience caused. If you believe you have been impacted by this problem and have any concerns please contact us on 02380 215298, or by email to collections@southernfinance.co.uk

Complaints Publication and Procedure

February 2017 Complaints Publication

 

Raphaels Bank is committed to providing high quality customer service and it is important for us to know when you feel the product or service you have received does not meet your expectations. The Bank values your feedback and has in place an Internal Complaints Handling Procedure designed to help us resolve any customer complaints, understand the causes of these complaints and use the feedback to improve our customer service.

 

Please click here for information relating to PPI

 

Contact details

The Bank consists of four divisions. If you know which division your complaint related to, please get in touch using the details below:

 

Division Products Address Telephone Number Email
ATMs ATMs 19-21 Shaftesbury Avenue, London
W1D 7ED
0800 561 0058 atms@raphael.co.uk
Payment Services Prepaid cards, credit cards and other payment products 19-21 Shaftesbury Avenue, London
W1D 7ED
0203 751 1653 paymentservices@raphael.co.uk
Savings Savings accounts and bonds Walton Lodge, Walton Street, Aylesbury, Buckinghamshire
HP21 7QY
01296 436 661 savings@raphael.co.uk
Lending Loans and PPI 80 Shirley Road, Southampton, Hampshire SO15 3EY 02380 226 745 service.quality@raphael.co.uk

 

 

If you are not sure which area the complaint relates to please call us on 0203 751 1600 or email

info@raphael.co.uk and we will forward your complaint to the relevant area.

 

Online Applicants

The European Commission has established an Online Dispute Resolution Platform (ODR Platform). It is specifically designed to help consumers resident in the European Union (EU) who have a complaint about goods or services bought online from traders established in the EU. You can submit your complaint online through the ODR platform in any of the official languages of the EU. The ODR platform will then submit your complaint to the UK Financial Ombudsman Service to facilitate resolution of your complaint.

You can access the ODR platform by clicking on the following link: http://ec.europa.eu/consumers/odr/

 

Procedure

When we receive a complaint we aim to resolve the matter quickly and satisfactorily by the end of the third business day. Occasionally this can take longer, and we may need more information from you to proceed with our investigation. In these circumstances we will acknowledge your complaint in writing and let you know what further information we need from you.

We aim to resolve the majority of complaints and therefore provide you with a final response as soon as possible and in any event not more than eight weeks.

In the unlikely event the complaint is not resolved within eight weeks we will contact you to explain why we have been unable to respond and will inform you how much longer we require.

If you are not satisfied with our final response, or if eight weeks has passed since you first let us know about your complaint, you may be able to take your complaint to the Financial Ombudsman Service. They provide an independent dispute resolution service for financial services complaints that is free to use.

They can be contacted at:

 

The Financial Ombudsman Service

Exchange Tower, London

E14 9SR

 

Email complaint.info@financial-ombudsman.org.uk
Website www.financial-ombudsman.org.uk/contact/index.html
Telephone (landline) 0800 023 4 567
Telephone (from a mobile) 0300 123 9 123
From outside the UK +44 20 7964 0500

 

Call us today 020 3751 1600

Email us