Complaints Policy

1. Introduction

We aim to deliver high-quality service and treat complaints seriously. This Complaints Policy describes how we handle your complaints and how you can escalate any unresolved issues.

2. Definition of a Complaint

A "complaint" is any expression of dissatisfaction by you (a customer or user) about a service, action, or lack thereof, provided by us.

3. How to Make a Complaint

3.1 Please submit your complaint in writing (email preferred) to [email protected], including:

• Your name, contact details, and account identifier (if any)
• Details of what happened and when
• What outcome or resolution you seek

3.2 We will acknowledge receipt of your complaint within 5 business days, and provide you with a reference number.

4. Investigation & Response

4.1 We will promptly and impartially investigate your complaint, gathering relevant information from our systems and any staff involved.

4.2 We aim to provide a final response within 30 calendar days from receipt.

4.3 If we need more time (for complex issues), we will notify you, explain why, and provide an estimated timeframe.

5. Escalation & Next Steps

If you are not satisfied with our final response, you may escalate as follows:

• Let us know in writing your continued concerns—sometimes further internal review is possible.
• If unresolved, you may refer your complaint to the appropriate alternative dispute resolution (ADR) body or small claims court, if applicable in your jurisdiction.

6. Not FCA-Regulated

We are not FCA-regulated, and so complaints about us are not handled by the Financial Ombudsman Service.

However, we commit to fair handling, transparency, and good faith in dealing with your complaint.

7. Record Keeping & Learning

We will maintain records of complaints, investigations, and resolutions for a minimum period (e.g. 3–5 years).

We will periodically review complaint trends to improve processes, policies, and systems.

8. Contact Information

For any complaint or query, contact: