Complaints Policy

1. Our Commitment

Revvy is a trading name of JGC Trading Ltd. We are committed to providing a fair, transparent and professional service. We recognise that sometimes things can go wrong, and when that happens, we want to put things right as quickly as possible.

This Complaints Policy explains how you can make a complaint and how we will handle it.

2. How to Complain

If you are unhappy with any aspect of our service, please let us know using any of the following methods.

Post
Customer Care Department
JGC Trading Ltd t/a Revvy
Hewitts Road, Orpington, Kent, BR6 7QR

Phone
01689 458293

Email
enquiries@revvy.co.uk

Please provide:

  • Your name and contact details
  • Details of your complaint and what has gone wrong
  • Any relevant reference numbers, for example an application or finance reference
  • Any information that you think will help us investigate your complaint

Our complaints team is available Monday to Friday, 9.00am to 5.30pm.

3. What We Will Do

We will:

  • Acknowledge your complaint in writing within 5 working days
  • Investigate your concerns fairly and promptly
  • Provide you with a clear outcome and an explanation of our decision

For complaints relating to finance or credit broking, we will send you either:

  • A Final Response, which sets out our final position on your complaint, or
  • A written response explaining why we are not yet in a position to provide a Final Response

We aim to provide a Final Response within 8 weeks of receiving your complaint. If we cannot do so, we will write to you to explain the reason for the delay and provide an expected timescale.

4. If You Are Not Satisfied With Our Response

If your complaint relates to a finance or credit broking matter and you are not satisfied with our Final Response, or if 8 weeks have passed since you made your complaint and you have not received a Final Response, you may have the right to refer your complaint to the Financial Ombudsman Service.

The Financial Ombudsman Service is a free and independent service for resolving disputes between customers and financial services firms.

Financial Ombudsman Service
Website: www.financial-ombudsman.org.uk
Telephone (from UK landline): 0800 023 4567
Telephone (from UK mobile): 0300 123 9123

You must usually contact the Financial Ombudsman Service within 6 months of the date of our Final Response letter.

5. Keeping You Informed

We will keep you updated throughout our investigation. If at any point you would like an update on the progress of your complaint, you can contact us using the details set out in section 2.

6. Record Keeping and Continuous Improvement

We keep records of all complaints that we receive. We review this information regularly to help us identify any trends or recurring issues so that we can improve our products, services and processes.

7. Your Statutory and Regulatory Rights

Nothing in this Complaints Policy affects your statutory rights or any rights you may have to take legal action.