Existing Customers

If you wish to log a complaint, you can email us at complaints@romafinance.co.uk or write to us at:

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 unregulated lending fall outside the jurisdiction for the Financial Ombudsman service (FOS).