Complaints
How to make a complaint
We aim to resolve your concerns promptly and fairly. If you are unhappy with our service, please raise your complaint with us and we will respond as quickly as possible.
How to complain
To complain, please email info@finessegateservices.com, providing your transaction reference (if applicable) and a clear description of the issue you are experiencing.
Response timeline
We aim to acknowledge your complaint within [X business days] and to provide a resolution target of [X business days]. You will be kept informed at each stage of the process.
Escalation
If you are not satisfied with our response, you may escalate your complaint to [escalation path — e.g. a named senior contact, then to the relevant partner institution's complaints process where the issue concerns their execution of a transaction].
Unfair treatment
If you consider that you have been treated unfairly, you also have the right to refer the matter to the appropriate financial ombudsman or regulatory body, depending on the nature of your complaint.
Contact
If you have any questions, please contact us at info@finessegateservices.com.