Radiant Money

Compliants Procedure

What is a complaint?

A complaint is a statement that something is unsatisfactory or unacceptable. A written or spoken statement in which someone says that somebody has done something wrong or that something is not satisfactory.

Complaints Handling – Dealing with complaints quickly and fairly is a key part of our corporate structure. A few examples of complaints are:

  1. Payment delays.
  2. Payments made in error.
  3. Displeasure with the way we respond to enquiries or long response time.
  4. Frustration because of administrative errors in the course of processing transactions.
  5. A denial of a request for information made under the Freedom of Information Act, etc.

When any of these or allied issues happen, we will:

  1. Ensure that lodging a complaint is as easy as possible.
  2. A case Reference is given to every complaint lodged.
  3. All complaints are treated seriously whether it is made in writing by letter, email or by telephone.
  4. Deal with it all complaints promptly and politely
  5. Learn from complaints using them to improve our service.
  6. All complaints are successfully closed, regardless of the nature and time taken.

Radiantlife Financial Services Ltd  is committed to delivering an efficient and prompt service. We aim to provide professional, courteous, helpful, and informative advice in response to every approach made by our clients. Feedback is very important to us; hence we are always keen to hear the views of the general public, about our performance and service. We acknowledge the fact that, due to circumstances beyond our immediate control, our services may be subject to a few glitches at times. We are keen to hear about such situations since they provide us with an opportunity to put things right and to learn from our mistakes.

How to make a complaint

Complaints can be made in writing by letter, email or by telephone.
Radiantlife Financial Services Ltd

Email: support@radiant-money.co.uk
Telephone: 0333 123 3595
Address: 183, Cherry Tree Lane,
Rainham, Essesx
United Kingdom.
RM13 8TU

What Happens Next

All complaints received will be treated thoroughly and politely. No complaint will be trivialised in any form or manner.

  1. We will acknowledge your complaint as follows:
  • Email – within 24 business hours
  • Phone – Open: 9am- 6pm, Monday to Friday
  • Letter – within 24 hours of receiving your letter.
  1. We will reach a resolution within 15 business days of receipt.

However, If we are not able to, then a holding response will be issued outlining;

  1. a reasonable rationale as to why the complaint couldn’t be resolved within the original 15 business days;
  2. Issuing an extension of up to 35 business days from the date of receipt to issue a final response. A maximum of 35 business days from receipt can be granted to issue a final response.
  3. The different redress and remedial options available upon resolution are as follows:
  4. Accept the complaint, and where appropriate, offer redress or remedial action;
  5. Offer redress or remedial action without accepting the complaint; or
  • Reject the complaint and give reasons for doing so.
  1. Retention period of 5 years from the date the complaint is resolved for all details and documents related to the complaints.

Our aim is to successfully resolve whatever issue any customer encounters in the course of dealing with us; however, if you are unhappy with our response, or need further help, you can write to Radiantlife Financial Services Ltd Complaints Officer info@radiant-money.co.uk  that will consider the issues afresh, and try to resolve them.

If, even after this stage, you remain dissatisfied with the response you may wish to contact the Financial Ombudsman Service (FOS) for further advice and guidance. This will not affect your legal rights.

Financial Ombudsman Service
Harbour Exchange Square,
London,
United Kingdom
E14 9SR

Email: complaint.info@financial-ombudsman.org.uk

Website: www.financial-ombudsman.org.uk
Phone number:  +44 20 7964 0500
Notifications

Where any notice is required by Our Terms to be given in writing, it must be written in the English language and:

(a) Where it is to be given by you, it must be sent by email to info@radiant-money.co.uk  or by post to

Radiantlife Financial Services Ltd.
183, Cherry Tree Lane,
Rainham, Essesx
United Kingdom.
RM13 8TU

(b) where it is to be given by us, it must be sent by email to the last email address which we hold for you or by post to the last postal address we hold for you, or to such other email or postal address in EU which you tell us to use by notifying us in advance in writing in accordance with the provisions of this clause. Any notice sent by email will be treated by you and us as being received on the first business day coming after the day on which it was sent, and any notice sent by post will be treated by you and us as being received on the second business day coming after the day on which it was posted.

Governing Law

Our agreement with you is governed by EU law. We both agree that any dispute, claim or other matter relating to the Service will be dealt with by EU courts only.

Radiantlife Financial Services Ltd is a company incorporated and licensed under the laws of the European Union, engaged in the business of financial services with its EU Office located at:

Radiantlife Financial Services Ltd.
183 Cherry Tree Lane Rainham
Essex,
United Kingdom
RM13 8TU

Email: info@radiant-money.co.uk
Phone number: 0333 123 3595

Radiantlife Financial Services Ltd with registration number 10718058 is Authorised and Regulated by the Financial Conduct Authority (FCA) under the Payment Service Regulations 2017 for the provision of payment services with reference number 781232. The EMI license is provided by The Currency Cloud Limited with reference number 900199.