Propelle (Network) Ltd (“the Firm”, “Us”, “We” or “Our”) is a company registered in England and Wales (company number 12106229). Propelle (Network) Ltd is an appointed representative of RiskSave Technologies Ltd (RiskSave), which is authorised and regulated by the Financial Conduct Authority (FRN: 775330).
Your satisfaction means the world to us! We truly value your feedback and encourage you to share any concerns you may have about our services. If something isn’t right or you’re unhappy for any reason , please let us know—we’re here to listen so please give us the opportunity to address and resolve the issue. We take all complaints seriously and are committed to investigating and reviewing them thoroughly.
We've established a clear and fair process for handling customer complaints, following guidelines set by the Financial Conduct Authority (FCA). If you have any concerns about our regulated investment services, please reach out to our support team at support@propelle.io as your first step. The following outlines our detailed procedure for submitting and handling your complaints effectively and transparently.
A “Complaint” is any oral or written expression of dissatisfaction, whether justified or not, from or on behalf of a person about the provision of, or failure to provide, a financial service, which alleges that the complainant has suffered or may suffer financial loss, material distress, or material inconvenience.
You can make a complaint by any reasonable means, including email, phone, or post. However, we recommend submitting complaints via email for a quicker response
Email: support@propelle.io
To help us respond as quickly as possible, please include the following details in your complaint:
Please ensure that all communication remains respectful and does not contain offensive language directed toward Us or Our employees.
Once we receive your complaint, a member of our staff will acknowledge it and initiate an investigation. We aim to communicate clearly and in plain language that is easy to understand. We will keep you informed throughout the process and respond without undue delay.
We strive to resolve complaints as soon as possible. However, regulations provide the Firm with up to eight weeks to resolve a complaint.
Additionally, the final response will:
If we are unable to issue a final response within eight weeks, we will provide a written response explaining:
A complaint will be considered resolved when we provide a final written response.
The Financial Ombudsman Service is a free, impartial service that resolves disputes between consumers and financial businesses. The FOS looks to resolve disputes fairly, and its decisions are binding on firms.
Important: Customers may only refer complaints related to our regulated investment activities to the Financial Ombudsman Service. Complaints about our non-regulated products and services (such as the masterclass) are not eligible for FOS referral.
FOS Contact Details:
If you have any questions about our complaints procedure, please contact us at support@propelle.io.
Propelle (Network) Ltd is an appointed representative of RiskSave Technologies Ltd, which is authorised and regulated by the Financial Conduct Authority (FRN 775330). Propelle (Network) Ltd is a company registered in England and Wales with company number 12106229. Registered office 36 Scotts Road, Bromley, England BR1 3QD, United Kingdom. Propelle (Network) Ltd can be found in Financial Conduct Authority Financial Services register under FRN 1003251.
©Propelle 2024. All rights reserved