Making a Complaint

RSC is a trading name of RSC New Homes Ltd who are an Appointed Representative of PRIMIS Mortgage Network, a trading name of First Complete Limited. First Complete Limited is authorised and regulated by the Financial Conduct Authority for mortgages, protection insurance and general insurance products.  We are committed to providing a professional service to all our clients and customers.  If something goes wrong, we need you to tell us about it.  This will help us improve our standards.

To ensure that your interests are safeguarded we have the following complaints procedure in place.

You can make a complaint by any reasonable means including telephone, letter, email, social media, customer service questionnaires or in person. 

Our contact information:

Head Office Address – RSC New Homes Ltd, Station Road, Cheadle Hulme, SK8 7BS

Telephone – 0161 486 6278

Email – complaints@rscnewhomes.com

Social Media Handle – @rscnewhomes

Website – www.rscnewhomes.com

Once we receive your complaint, we will then respond in line with the timeframes set out below.

The aim of this process is to resolve all customer issues or concerns as quickly as possible. 

Stage One – Simplified Complaint

We will acknowledge receipt of your complaint within one working day of receiving it by telephone or email.

We will then investigate your complaint and resolve within 3 working days from the date of receipt provided that you are happy to accept our proposed resolution. A formal written outcome of our investigation will be sent to you within 5 working of resolving your complaint. If you cannot indicate acceptance within 3 days, for any reason, the case will be referred to PRIMIS as a formal complaint. 

Stage Two – Formal Complaint

Should we be unable to resolve your complaint to your satisfaction via the simplified process, RSC will refer the matter to PRIMIS Mortgage Network, who will acknowledge your complaint directly, and resolve within 8 weeks after receipt of the complaint.

PRIMIS contact information:

Write to – PRIMIS Mortgage Network, Customer Resolution Team, Ground Floor, Birmingham Business Park, B37 7YT

Telephone: 0121 767 1139

Email: complaints.solihull@primis.co.uk       

Stage Three – The Financial Ombudsman

If at the end of the 8 week deadline the complaint has not been resolved or you remain dissatisfied, you can then contact the Financial Ombudsman to request an independent review.

Financial Ombudsman Service contact information:

Telephone 0800 023 4567 or visit https://www.financial-ombudsman.org.uk/contact-us/complain-online