How we deal with complaints
Fairly. Just like our core values, we always keep you in the forefront of all our decisions. As a Financial Conduct Authority (FCA) regulated firm, our complaints are reported to our regulator periodically whilst consistently working on the way we handle complaints to exceed regulatory requirements, meeting your needs. Even though, we are keeping our complaints process simple, flexible and fair, sometimes we need more time to investigate the concerns in details.
We will always aim at delivering a fair, transparent and swift solution to your complaint. If we are able to do so within 3 days of you contacting us, we will do so and send you a written confirmation of the resolution.
Once you contact us with any complaint and we were not able to resolve it to your satisfaction, we promise to get back to you within 5 working days to acknowledge your complaints and advise you about what we are doing.
In the unlikely event that we are not able to resolve the complaint within 5 days, at the end of the 4th week, we will contact you again to provide you with an update about our investigation. If possible, we would send you our final response to your complaint, detailing our review, findings and decision.
Should it take even longer to us to deliver a fair decision, we will contact you again by the end of the 8th week. At this point, we either explain what we have found and send you our final response or will tell you why we are unable to come to a conclusion at this stage.