Make a complaint
If we have got something wrong we want to know, and we would rather fix it than have you live with it.
Last updated 12 October 2026.
Complaints process
Our Customer Service team will log your complaint and refer it to our Complaints team. The Complaints team will acknowledge it in writing. Rural Finance Ltd will look to investigate the complaint compliantly, diligently, and impartially, obtaining additional information where necessary.
Rural Finance will look to assess fairly, consistently, and promptly:
- The subject matter of the complaint;
- Whether the complaint shall be upheld;
- What remedial action or redress may be appropriate.
We will always look to keep you updated throughout the complaint. The complaint must be dealt with within 8 weeks. If there are mitigating circumstances holding up the complaint, we must respond to you informing you of what is holding the complaint up.
Rural Finance will then look to issue you with a Final Response letter. Within the Final Response letter we will inform you of the decision and our findings regarding your complaint. We will also supply you with the Financial Ombudsman’s leaflet and contact details in case you require further advice or are unhappy with the handling of your complaint.
Complaints resolved by close of the third business day
If we have resolved your complaint to your satisfaction within 3 business days, this complaint can be actioned differently. This complaint will be processed, and information sent to you to comply with the Summary Resolution Communication guidance from the Financial Conduct Authority. This will be in the form of written communication which:
- Refers to the fact that you have made a complaint and informs you that we now consider the complaint to have been resolved to your satisfaction;
- Tells you that if you subsequently decide that you are dissatisfied with the resolution of the complaint you may be able to refer the complaint back to us for further consideration, or alternatively refer the complaint to the Financial Ombudsman Service;
- Indicates whether we consent to waive the relevant time limits, where we have discretion in such matters;
- Provides the website address of the Financial Ombudsman Service and guidance on where you can find the information on their website; and
- Includes a Financial Ombudsman Service leaflet, detailing their services and contact details.
The Financial Ombudsman Service
The Financial Ombudsman Service is a free and impartial service that settles complaints between consumers and businesses that provide financial services. You must contact the Financial Ombudsman within six months of our Final Response letter.
Address: Exchange Tower, London, E14 9SR
Helpline: 0800 023 4567
Email: [email protected]
Website: www.financial-ombudsman.org.uk
Where a complaint is referred to the Financial Ombudsman, Rural Finance will cooperate fully and comply fully with any settlement requests or rulings.
Contact
If you think you might have been affected or if you have any queries regarding this information, please contact us at [email protected] or call us on 01978 660360.
Independent asset finance broker based in Tadcaster, North Yorkshire.
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