Making a complaint is a simple process:

1. Raise the issue with us
2. We will investigate
3. We will resolve your complaint

If you would like to raise a complaint issue with us, you can contact the Complaints Team via any of the ways below.

Send an email
Please provide your reference number and your preferred contact number in the body of your message.
Call our Complaints Team
You can get in touch by calling our dedicated Complaints Department who will help you with any issue you may have experienced.
Call 0800 028 5721
Call between 8am - 8:30pm Monday to Friday,
or 9am - 4pm Saturday.
Write to us
Complaints Department, Robinson Way Limited Quays Reach,
Carolina Way, Salford, M50 2ZY

We will try to resolve your concerns fully, however if you feel they have not been addressed you may be entitled to approach one of the following organisations. This must be done within 6 months of receiving our final response.

The Financial Ombudsman Service ("FOS"). If applicable, we will enclose a FOS leaflet with our final response to you.

The Information Commissioner will deal with complaints regarding the protection of your data.

The Credit Services Association ("CSA") will deal with complaints in relation to the CSA Code of Practice for Debt Collection Agencies.

The above schemes act independently as a resolution service for customers with unresolved complaints.

Robinson Way Limited is an appointed representative of Hoist Finance UK Limited. Our complaints data is available here.