We’re aware of a delay in some customers receiving postal communications from us, this is due to an issue with one of our suppliers. We apologise for any inconveniences as we work on a resolution.
If we don’t deliver the standard of service you expect from us, we need to know so we can put things right.
To make it as easy for you to complain to us, please refer to the documents below.
735KBHow to make a complaint
You can complain via telephone, email or post. Details of your complaint, along with your account number, should be directed to our Head Office:
Opening times
Monday - Thursday 8am - 7pm
Friday 8am - 6pm
Closed weekends and Bank Holidays
You can also contact a member of our staff at one of our branches located throughout the south of England.
*Please only use email to request a call back. As email isn't a secure channel, please don't include any sensitive or financial information in addition to your account number and telephone number in any messages you send.
What happens next?
We aim to resolve all complaints by the close of three working days after the date the complaint is received. If this isn’t possible, we’ll send you a written acknowledgement confirming your complaint has been received, together with full details of the person who is handling it.
In exceptional cases we may require up to eight weeks, or 35 working days for some complaints about electronic payments, to fully investigate your complaint and issue you with our final response.
If you’re still not satisfied or if eight weeks have passed since you first raised your complaint with us, you have the right to refer your complaint to the Financial Ombudsman Service (FOS). We’ll send you instructions of how to do so at that point.
We subscribe to the Financial Ombudsman Service
The Financial Ombudsman Service (FOS) provides consumers with a free, independent service for resolving disputes with financial organisations.
The FOS will only investigate a case when the financial institution has had the opportunity to put things right. They allow Kent Reliance up to eight weeks to deal with your complaint. If you are still not satisfied, you must take your complaint to FOS no later than six months from the date of our final response letter.
Visit the FOS website for more information on complaint eligibility and how to take a complaint to them. Their address is:
The Financial Ombudsman Service
Exchange Tower
London E14 9SR