How to raise a complaint
Contact us in the way that suits you best:
Email: complaints@raylo.com
Live chat: Head to raylo.com and select the chat icon
Post: Raylo Group Limited, 5 New Street Square, London, EC4A 3TW
What to include
To help us sort things quickly, please include:
Your full name, business name and address
Details of your complaint
What you would like us to do to fix it
What happens next
We’ll confirm we’ve received your complaint and start looking into it. A team member will be in touch, usually by email, to make sure we have the full picture.
We aim to resolve things as soon as we can - but it might take a little longer in some cases. You’ll always hear from us within 8 weeks with a final response.
Taking your complaint further
If you’re not satisfied with our final response, you can take your complaint to the Financial Ombudsman Service - it’s free and independent. You must do this within 6 months of our final response. Here’s how to contact them:
Phone: 0800 023 4567
Post: Financial Ombudsman Service, Exchange Tower, London E14 9SR
In relation to data protection complaints, if you’re not satisfied with our final response, you can take your complaint to the Information Commissioner's Office - it’s free and independent. You must do this within 3 months of our final response. Here’s how to contact them:
Web: ICO Contact Us page
Email: icocasework@ico.org.uk
Phone: 0303 123 1113
Post: Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF
We publish a summary of complaints data every 12 months - you can view our latest report below: