ROLUX COMPLAINTS PROCEDURE

MAKING A COMPLAINT
If you’re not completely happy with our service we’d like to hear about it so we can do something
to put it right. We do everything we can to make sure our customers get the best products and
service possible. However, sometimes we may not get things right the first time.
We would like you to tell us what went wrong so we can put matters right.

HOW AND WHERE TO COMPLAIN
If you are not satisfied with any aspect of our service or products, you can tell us about your
complaint in the following ways:
In writing – write to us and address your letter to Rolux UK Limited, 26 Lawton Road, Alsager,
ST7 2AF
By telephone – call us during our office hours and ask for the Customer Services Department.
By email – service@roluxuk.com
WHAT TO EXPECT
We aim to resolve your complaint straightaway but if we can’t, we will keep you informed on a
regular basis. If you need an update, please call us on 01270 879416 and ask to speak to the
person handling your complaint.
When we reply to your complaint, if you consider our response doesn’t fully address your
concern, please let the person handling your complaint know so we can see if there is anything
further, we can do.
IF WE CANNOT REACH AGREEMENT
Our aim is to resolve all complaints. However, if your complaint relates to finance and if you are
not satisfied after receiving our final decision letter, or if eight weeks have passed you have the
right to refer your complaint to the Financial Ombudsman Service (FOS). Their contact details
are shown below.
Please note: Only complaints relating to the sale of financial services should be referred to FOS.

Rolux UK Limited Complaints Procedure

Financial Ombudsman Service can be contacted in writing:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Tel: 0800 023 4567 (free for most people ringing from a fixed line) or 0300 123 9123 (cheaper for
those calling using a mobile) or 44 20 7964 0500 (if calling from abroad)
Email: complaint.info@financial-ombudsman.org.uk
Further information can be obtained from the Financial Ombudsman Service’s website at
www.financial-ombudsman.org.uk

Rolux UK Limited, Company registration number 4737160, 26 Lawton Road, Alsager, ST7 2AF is
an Introducer Appointed Representative of Shermin Finance Limited FRN 727594.
Company Registration 01276121. Registered Office Homeserve, Cable Drive, Walsall, England,
WS2 7BN. Shermin Finance Limited act as a credit broker not a Lender, finance is subject to
status and affordability.