If you are not happy with the service you have received, you can make a complaint to us.
If you have a general complaint or If your complaint is related to fraud or a technical matter (such as
blocked access) then please contact our dedicated team at:
Ireland
By telephone, by calling +353766206151
By email, by emailing atendimento@realtransfer.ie
By letter, by writing to Real Transfer, 32 Kilkerrin Park, Liosban Estate, Galway City – Co. Galway, Post Code: H91 WP8D.
In person at one of our shops or offices.
United Kingdom
By telephone, by calling +44 2033 229 755
By email, by emailing faleconosco@rbexpress.co.uk
By letter, by writing to RB Express, 58 Howard Street, Belfast
BT1 6PJ, United Kingdom.
In person in our office.
What happens after you make a complaint?
We will acknowledge your complaint in writing within 24 hours by email.
Investigation
Once we have received and acknowledged your complaint, the case will be allocated to a member of
our team for investigation.
If we don’t feel that we have enough information to make a decision regarding your complaint, we
may contact you by phone or email to clarify the case or to request additional information.
Initial Response
We typically resolve complaints within the first few days after they have been received, and the
majority within 2 working days.
By law, we are required to provide you with an initial response of the results of our investigation no
later than 15 working days after we receive your complaint.
If we have a proposed solution to your case then this will be stated in our initial response letter,
which will be sent by email. We may also contact you at the same time by phone.
If your case has not yet been resolved, then our initial response letter will set out the reasons why
we have not been able to resolve your case and what steps we are continuing to take to resolve it.
If you are satisfied with the handling of your complaint then we will issue a final response letter and
close your case; otherwise, we will continue our investigations.
Final Response
We are required by law to provide a final response letter no later than 35 business days after the
receipt of your initial complaint.
The final response letter will set out one of the following:
That we accept the complaint and, where appropriate, offer redress or remedial action; or
That we offer redress or remedial action without accepting the complaint; or
That we reject the complaint and give our reasons for doing so
Our final response letter will also:
• Enclose a copy of the Financial Ombudsman Service's standard explanatory leaflet;
• Provide the website address of the Financial Ombudsman Service;
• Informs you that if you remain dissatisfied with our response, you may now refer your
complaint to the Financial Ombudsman Service; and
• Indicate whether or not we consent to waive the relevant time limits in DISP 2.8.2 R or
DISP 2.8.7 R by including the appropriate wording set out in DISP 1 Annex 3R
At this stage, you may feel that the complaint has been satisfactorily handled – in which case we will
close the complaint.
Complaint Still Not Resolved?
If you are still not happy with the handling of your complaint, you may refer the case to a third party
as follows.
If you are one of the following, then you are what is known as an “eligible complainant” – this means
you can refer your case to the Financial Ombudsman Service (FOS):
Consumer
Micro enterprise (<10 employees and turnover/balance sheet <EUR 2M)
Small charity with annual income <GBP 1M at the time of the complaint
Small trust with net asset value <GBP 1M at the time of the complaint
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