Customer care and complaints

Customer care

We're committed to providing you with the best possible service, but sometimes we know that things can go wrong. If you're not happy with your experience with Raisin or feel that you need to make a complaint you can reach us in any of the following ways.

If you're a registered customer, you can contact our Customer Services Team by logging into your Raisin UK Account and sending a secure message. Alternatively, you can also contact us through any of the following ways:

By email:
service@raisin.co.uk
We aim to respond within three business days

By Phone:
0161 601 0000
Monday to Friday (excl. Bank Holidays)
8:30 am to 4:30 pm

Calls will be charged at local rates from most UK phones

Write to us:

Raisin UK
Rational House
64 Bridge Street
Manchester
M3 3BN

Complaints

If you feel dissatisfied with any aspect of our service, then in the first instance please contact us at 0808 280 2548 or service@raisin.co.uk. Alternatively, you can write to us at: Customer Services Team, Raisin Technology Limited, 3rd Floor, Rational House, 64 Bridge Street, Manchester M3 3BN. We will immediately carry out an independent investigation of your complaint and will provide a written response.

If we cannot resolve your complaint within three business days, we will refer your complaint to our principal firm, Resolution Compliance Limited, to complete and communicate the outcome of the investigation to you.

If we are unable to resolve your complaint to your satisfaction and you are an eligible complainant as defined by the Financial Conduct Authority, you will have recourse to the Financial Ombudsman Service. Details of the Financial Ombudsman Service are:

The Financial Ombudsman Service
Exchange Tower
London E14 9SR

complaint.info@financial-ombudsman.org.uk

020 7964 1000 (switchboard)
+44 20 7964 1000 (for calls from outside the UK)
020 7964 1001 (main fax)

0800 023 4 567 (Calls to this number are now free on mobile phones and landlines)
0800 023 4 567 (Calls to this number cost no more than calls to 01 and 02 numbers)