Your Rights

At Rocha Finance Ltd, we are committed to providing our customers with a high standard of service and achieving good customer outcomes. However, we recognise that sometimes things can go wrong.

Your feedback is important to us. It helps us understand where we may not have met your expectations, gives us the opportunity to put matters right where appropriate, and helps us identify ways in which we can improve our services and customer support.

How to make a complaint

If you are unhappy with the advice or service you have received from Rocha Finance Ltd, please let us know.

You can make a complaint by telephone, email or in writing. We will treat any expression of dissatisfaction seriously, whether it is made orally or in writing.

Post: Rocha Finance Ltd

The Old Exchange
521 Wimborne Road East
Ferndown
Dorset
BH22 9NH

Email: adriana@rochafinance.co.uk

Telephone: 01202 006355

Your complaint will be referred to our Director, Adriana Rocha, who is responsible for overseeing the handling, investigation and resolution of complaints.

What happens after you complain?

We will listen to your concerns and consider them fairly and impartially.

Where we are able to resolve your complaint to your satisfaction within three business days following receipt, we may send you a Summary Resolution Communication. This will summarise your complaint, explain how it has been resolved and, where you are eligible, remind you of your right to refer the matter to the Financial Ombudsman Service.

If your complaint cannot be resolved within three business days, it will be dealt with under our formal complaints process.

We will acknowledge your complaint in writing promptly and normally within five business days of receiving it. Our acknowledgement will:

• confirm that we have received your complaint;

• explain our understanding of your concerns and give you an opportunity to correct this if necessary;

• explain what will happen next and the expected timescales;

• provide a summary of our complaints procedure; and

• ask you for any further information or documents we may need to investigate your concerns.

We will investigate your complaint fairly and on the basis of the available evidence. If we cannot complete our investigation promptly, we will keep you informed of our progress and explain the reason for any delay.

We will issue our final response as soon as our investigation is complete.

If your complaint has not been resolved within eight weeks of receipt, we will write to you explaining the reason for the delay and, where applicable, tell you about your right to refer your complaint to the Financial Ombudsman Service.

Our final response

Our final response will explain our findings and whether your complaint has been upheld, partially upheld or rejected.

Where appropriate, it will also explain any apology, corrective action, redress or compensation being offered.

Where you are eligible to refer your complaint to the Financial Ombudsman Service, our final response will explain your referral rights and the applicable time limits.

Financial Ombudsman Service

The Financial Ombudsman Service (FOS) is an independent service which resolves complaints between eligible consumers and financial businesses.

Where your complaint is eligible and falls within the Financial Ombudsman Service's jurisdiction, you will normally have six months from the date of our final response to refer your complaint to the Financial Ombudsman Service.

The Financial Ombudsman Service may also apply time limits relating to when the event you are complaining about occurred and when you knew, or could reasonably have known, that you had cause to complain.

Generally, these time limits concern complaints made:

• more than six years after the event complained about; or

• more than three years after you knew, or could reasonably have known, that you had cause to complain.

If we believe that your complaint falls outside the applicable time limits, our final response will explain this and will state whether Rocha Finance Ltd consents to the Financial Ombudsman Service considering the complaint outside those time limits.

Not every complaint or activity will necessarily fall within the jurisdiction of the Financial Ombudsman Service. Where applicable, we will explain your Financial Ombudsman Service rights in our response.

Financial Ombudsman Service contact details

Post:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Telephone: 0800 023 4567 or 0300 123 9123

Website: www.financial-ombudsman.org.uk

Using the Financial Ombudsman Service is free for consumers.

Complaints involving another firm

Sometimes a complaint may relate wholly or partly to something for which another firm, lender, insurer or provider is responsible.

Where appropriate, we may refer the relevant complaint, or part of it, to that organisation and tell you that we have done so. If Rocha Finance Ltd is responsible for part of the matter, we will continue to investigate and respond to the part for which we are responsible.

Additional support

If you need additional support when making or progressing a complaint, please tell us.

We will consider reasonable adjustments to help you through the complaints process. This may include communicating with you in a different format, allowing additional time where appropriate, or communicating through a trusted representative.

We want you to understand the complaints process, our response and any rights you may have to take your complaint further.