At Kent Reliance we’re committed to giving you the best service at all times. However, if we don’t deliver the standard of service you expect, or if we make a mistake, we need to know so we can put things right. So if you’re unhappy with any aspect of our service, please tell us. We will investigate the situation and set about putting it right as quickly as we can.
To make it as easy as possible for you, you can find the information on this page on a PDF called How we'll put things right.
How to make a complaint
You can telephone, write or send an email (please include your account number and a daytime contact number) detailing your complaint to our Head Office at:
Kent ME4 4ET
T: 01634 848944*
or contact a member of staff at one of our branches located throughout the south of England.
What happens next?
We aim to resolve all complaints by the close of three working days after the date the complaint is received. If this is not possible, we will let you know that we have received your complaint and are investigating it.
Within four weeks of receiving your complaint we will explain what caused the problem and what steps we have taken to put it right. If we have been unable to settle the complaint by this time then we will tell you why and what we are doing to resolve the issue. We will also tell you when we will be in touch again.
We will send you a final response within eight weeks explaining the outcome of your complaint.
If you are still not satisfied or if eight weeks have passed since you first raised your complaint with us you have the right to refer your complaint to the Financial Ombudsman Service (FOS). We will send you instructions of how to do so at that point.
We subscribe to the Financial Ombudsman Service
The Financial Ombudsman Service (FOS) provides consumers with a free independent service for resolving disputes with financial organisations.
The FOS will only investigate a case when the financial institution has had the opportunity to put things right. They allow Kent Reliance up to eight weeks to deal with your complaint. If you are still not satisfied, you must take your complaint to FOS no later than six months from the date of our final response letter.
Visit the FOS website for more information on complaint eligibility and how to take a complaint to them. Their address is:
The Financial Ombudsman Service
London E14 9SR
T: 0800 023 4567
For savings products bought online only
Alternatively where we are unable to resolve your complaint and agree a solution with you, you can submit your complaint online via the new Online Dispute Resolution platform (ODR) hosted by the European Commission. The ODR platform has been set up to assist consumers in making a complaint about a product or service bought online by facilitating the communication between you, Kent Reliance and the Financial Ombudsman Service. The role of the Financial Ombudsman Service in this process will remain the same.
Payment Protection Insurance (PPI)
This webpage provides the information you need to help you if you are considering making a complaint about your PPI policy.