Existing Customers

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.