Complaints procedure

We aim to provide a clear, personal and professional service. If something has not met your expectations, we want to hear about it so we can put it right.

How to complain

• Email: info@elrosefinance.com
• Telephone: 07377 702 962
• Post: Elrose Finance Group Ltd, 352 Essex Road, London, N1 3PD

Please include your name, contact details and a summary of your complaint, including what you would like us to do to resolve it.

What happens next

• We will acknowledge your complaint within five working days.
• We will investigate fairly and keep you updated.
• We aim to send you a full written response within eight weeks of receiving your complaint. If we need longer, we will tell you why and when to expect our response.

Complaints about a lender or third party

Elrose Finance Group Ltd is not authorised or regulated by the Financial Conduct Authority. If your complaint is about a lender, finance provider or authorised third party we introduced you to, it should be raised with that firm under its own complaints procedure. We will gladly help you identify who to contact. Depending on the product and the firm involved, you may be able to refer an unresolved complaint about that firm to the Financial Ombudsman Service.