Existing Customers

At Roma Finance we pride ourselves on delivering outstanding customer service. It is an especially challenging time for many at this time and we are doing all we can to proactively support our customers.

There are a number of ways you can help us help you

You can now request a Redemption Figure online. Simply click here to fill in a few details and a member of our customer service team will be in touch with your statement.

We are here to listen and support you. If you wish to speak to a member of the customer service team please fill in our Request a Callback form and we will be in touch shortly. If you wish to speak to us immediately please call us on 0161 817 7480 between 9am – 6pm Monday to Friday.

Obtaining third party support

If you are experiencing financial difficulties its worth talking to an independent third party. Below are some links you may find useful:

Complaints

We strive to provide a high-quality service to all our customers and aim to ensure an effective, fair and consistent approach and customer care, every time. Occasionally, we may not always meet your expectations, if this happens please contact us to let us know.

How to inform us of your complaint
You may complete the online form below or send an email to complaints@romafinance.co.uk or in writing to:

Customer services
Roma Finance
15 Carnarvon Street
Cheetham Hill
Manchester
M3 1HJ

When to expect a reply
We will do our best to resolve your complaint as soon as we receive it. If we are unable to resolve it straight away, we will refer your complaint to one of our Senior Managers who will acknowledge your complaint within 48 hours. The Senior Manager will take ownership of your complaint and conduct a full investigation and address any concerns that you may have.

The person investigating the complaint, will inform you of our final response within five working days. If you’re not satisfied with our final response to your complaint and feel that the issue has not been satisfactorily resolved, you may be able to refer your complaint to a Director.

Your right to referral
The escalated complaint will be acknowledged within 14 working days of receiving it and we will notify when you can expect to receive a reply, which will be a further 14 working days from receiving the acknowledgement. If this is not possible a progress report will be sent with an indication when a full reply will be given.

If you are still not satisfied with the response to your complaint from the Managing Director and still feel that the problem has not been satisfactorily resolved, you may be able to escalate your complaint to the Board of Directors.

You can expect to receive a definitive reply within 28 working days. If this is not possible a progress report will be sent with an indication when a full reply will be given. The decision taken at this stage is final.

Please note: Complaints about Un Regulated lending fall outside the jurisdiction for the Financial Ombudsman service (FOS).

FAQs

One of our friendly Customer Service Team will make contact with you within 30 days from your loan being funded. They will send you their contact details and answer any questions you have. If they are unable to reach you over the phone, they will follow up with an email.

We will keep in regular contact for updates on progress of the project throughout the term. The level of contact will depend on the complexity of the project. Other reasons we may contact you include updates on planning applications, building insurance renewal and details of the proposed exit route. We may request additional information throughout the loan including pictures of the works completed.

Yes, we would always advise you to let us know of any changes that are made during the term of your loan if the plans have changed since it was funded.

As soon as you become aware of any challenges or delays, please get in touch with your main contact at Roma. We can then discuss these challenges and work to support you with finding a solution.

This could be down to a variety of reasons, it may be that you would like to request a drawdown from your facility, we are invested in your project and would like to see the progress, you are facing challenges with your project and we would like to offer support, an extension has been requested, or you would like to discuss changes from the original plans.

Our Relationship Manager has extensive experience in the industry and will be able to provide us with a detailed visit report in regards to the progress made. This will give us an opportunity to fully understand the extent of the works carried out, any works remaining left to complete, any challenges you are facing and also offer support. Our Relationship Manager will introduce themselves, ask questions about the project and take pictures of the property. They will send us a comprehensive visit report and offer recommendations based on the information received.

You are able to make changes to your planning application, however we would request that you discuss this with us beforehand. Please be aware that any changes made are likely to impact the timescales for a decision to be made.

We issue a drawdown guide to all of our borrowers who have a drawdown facility. If you have not received this or would like another copy sending, please request this from your point of contact or through the email address customerservice@romafinance.co.uk. When requesting a drawdown, please ensure this is done within a reasonable timeframe before the funds are required.

Please get in touch with your point of contact at Roma to discuss your options and our requirements.

As we are an unregulated company, it is a condition of your loan that you will not reside at the property.

Yes, please request this from your contact at Roma or alternatively request this from the email address customerservice@romafinance.co.uk.

Where the exit route is cash, please send us a copy of a bank statement showing the funds and details of your acting solicitor. Where the exit route is refinance, please send us a copy of the AIP/formal offer letter, details of your broker and details of your acting solicitor. Where the exit route is sale, please send us a copy of the memorandum of sale and details of your acting solicitor.

In order to redeem your loan, you must instruct a solicitor to act on your behalf. You may request a redemption statement directly from Roma or your solicitor can request this on your behalf. Please allow 10 working days for the redemption statement to be processed. When requesting a redemption statement, please provide the estimated date for redemption. Alternatively, this will be made valid until 14 days from the date of your request. Please note that we cannot accept direct payment for the redemption of your loan. Please also note that the first redemption statement request is free of charge, but any subsequent requests will be chargeable in line with the tariff of charges.

You are able to make a part repayment against the balance of your loan, however please contact us to discuss this as the payment is not able to be made directly to ourselves and solicitors will need to be instructed. As per the tariff of charges, a part repayment fee will be applied to the balance.

Unfortunately, we cannot determine the timescales in which Land Registry will apply or remove a charge, as this is dependent on the complexity of the title. If you are trying to exit the loan and the charge is not yet registered, please contact us to discuss the matter.

Please contact us to discuss any part release of the security.

Our tariff of charges are located within your facility letter, attached to any drawdown notice, located on our website and you may also request a copy at any time. Please get in touch with your main contact or request this from customerservice@romafinance.co.uk.

Yes, please send any requests to your main point of contact at Roma. Please note that all statement of accounts are chargeable in line with the tariff of charges.

Please contact us to advise you will require an extension to your facility. We would follow our usual process which involves sending out a few documents for you to fill in. On receipt of the documents, we will fully assess the request and come back to you with an outcome including the length of extension and charges involved. We will let you know in the first instance if we cannot offer an extension to your facility. Please note that all standard charges of an extension are located within your facility letter and we cannot accept an extension without the documents requested.

We are always happy for our customers to provide feedback, whether this be positive or negative. Please send your feedback to your main contact at Roma or alternatively use the email customerservice@romafinance.co.uk.