Complaints
We aim to provide a high standard of service at all times, but if something’s gone wrong, we want to know about it so we can put it right.
How to make a complaint
You can get in touch with us in whichever way’s easiest for you:
Email: admin@redrubyfinancial.co.uk
Phone: 03332 421 647
In writing: The Compliance Manager, Red Ruby Financial Ltd, 15 Front Street, Sherburn Hill, Durham, DH6 1PA
Please give us as much detail as you can, including your policy or reference number, what happened, and what outcome you’re looking for.
What happens next
We’ll acknowledge your complaint promptly and investigate it fully. We aim to resolve most complaints quickly, but where a full response takes longer, we’ll keep you updated on our progress. By law, we must send you a final response within 8 weeks of receiving your complaint.
If you’re not happy with our response
If you’re unhappy with our final response, or if 8 weeks have passed and we haven’t resolved things, you have the right to refer your complaint to the Financial Ombudsman Service, free of charge.
Financial Ombudsman Service
Exchange Tower, London, E14 9SR
Phone: 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk
Website: financial-ombudsman.org.uk
You’ll usually need to refer your complaint within 6 months of the date of our final response.
About us
Red Ruby Financial Ltd is directly authorised and regulated by the Financial Conduct Authority and is entered on the Financial Services Register under number 822808. Registered in England and Wales, company number 11533510. Registered office: 15 Front Street, Sherburn Hill, Durham, DH6 1PA.
