Terms of Business

Our Terms of Business

At Reality Finance Solutions Limited all of our customers are important to us, and we believe they have the right to a fair, swift, and transparent service at all times.  We are a customer centric business and want to be open and fair with our customers at all times.

This page sets out details of our remuneration and complaints procedure.  For information on how we store and process your data, please see our Privacy Policy and Fair Processing Notice.

Our Remuneration

Where Reality Finance Solutions Limited acts as an intermediary and places your finance with a 3rd party lender, then our remuneration is an introductory commission payable to us by the lender, fees may vary between different lenders. We do not take credit for payments due until the funding has been paid out. You are entitled, at any time, to request information regarding any payment which we may have received because of placing your finance with a funder.

Complaints Procedure

1. We will acknowledge your complaint within 5 working days of receipt of your complaint.
   
   
2. We will investigate your complaint and endeavor to send a final response to you within 4 weeks of receipt of your complaint. If we are unable to provide you with a final response within this time we will send you an update.
   
   
3. We will endeavor to send a final response to you within 8 weeks of receipt of your complaint. If we are unable to provide you with a final response within this time frame, we will write to you explaining why and advise you when you can expect a final response.
   
   
4. If more than eight weeks from the date of your complaint has passed and you haven’t received a final response, or you are dissatisfied with the final response you have received (at any stage of the process) you can write to:
   
   Financial Ombudsman Service (FOS)
   South Quay Plaza
   183 Marsh Wall
   London
   E14 9SR

You must refer your complaint to the Financial Ombudsman within 6 months of the date on the final response.