Complaints and Dispute Policy
Effective date: 26 Jun, 2026
At Remedi, we recognize that despite our best efforts, complications or issues may arise that could lead to concerns or disputes for our valued Users. We are committed to addressing any such challenges in a timely, transparent, and respectful manner. To ensure a comprehensive understanding of our approach to handling complaints and disputes, this Complaints and Dispute Policy (“Policy”) outlines a detailed account of our policy, procedures, and support mechanisms in place to assist you throughout this process.
Please be assured that we take all complaints and disputes seriously and handle them with the professionalism and sensitivity. We value your feedback and use it as a means to continually enhance our services and processes.
- Complaints about Remedi
If you would like to make a complaint regarding Remedi’s services, you can:
- Email us at complaints@remedifinance.com
- Call us on 0791 532 2140
- Write us at: Remedi Finance Ltd., 2a The Quadrant, Epsom, Surrey, England, KT17 4RH
To give us the best chance of resolving your complaint, we’ll need:
- Your account details
- A description of your complaint and how you think we could resolve it
- Any other relevant information, including your name and address and how you would like us to contact you
We will confirm that we have investigated your complaint within 48 hours of us receiving it, and we’ll try our best to resolve it within 5 working days. If we haven’t been able to resolve your complaint within 5 working days, we’ll get in touch and let you know what is causing the delay, who is dealing with it and when we will be able to update you further.
If a complaint is particularly complex, it may take us a little bit longer to sort out. We’ll try our best to resolve your complaint as quickly as possible and we’ll send you our final response within 8 weeks. If we can’t resolve the issue in this time, we’ll contact you to explain the delay and let you know when we are likely to have a solution for you.
If you’re unhappy with how we have handled your complaint at this point, you can refer it to the Citizens Advice Service who provide free, confidential and independent advice to help people handle issues they are dealing with. They can provide advice face to face, over the phone or by webchat, their details are:
Website: https://www.citizensadvice.org.uk
Telephone: 03444 111 444
You can chat with them online here:
https://www.citizensadvice.org.uk/about-us/contact-us/contact-us/chat-service-money-and-debt
You can search for your local branch here:
- Complaints about Clinics
Users with complaints related to the services provided by the Clinic will be directed to follow the specific complaints procedure outlined by the Clinic. Remedi will facilitate communication between the User and the Clinic, ensuring that the complaint is addressed and resolved in line with the Clinic's policies and procedures.
In the event of a dispute that cannot be resolved directly between the User and the Clinic, Remedi will provide guidance and assistance in exploring alternative dispute resolution mechanisms, such as mediation or arbitration, to achieve a satisfactory resolution.
Remedi will not be held responsible for any complaints directed to the Clinic, as the Clinic operates as an independent entity. Any claims, liabilities, or disputes arising from complaints regarding the Clinic's services shall be the sole responsibility of the Clinic, and Remedi indemnifies itself from any such claims under this Article.