Complaints Policy

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.

Introduction

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.

What is a ‘Complaint’?

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.

How Do You Make a Complaint?

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:

• The date on which the issue arose
• The affected transaction numbers, if applicable
• A clear description of the issue

Please ensure that all communication remains respectful and does not contain offensive language directed toward Us or Our employees.

How We Handle Complaints

Investigation 

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.

Timeframes 

• Acknowledgement: Within one business day of receiving the complaint, we will send you a written acknowledgment to confirm receipt and reassure you that we are handling your case.
• Resolution: We aim to resolve complaints within three business days and will confirm this in writing. If we are unable to do so, we will provide further updates.
• Final Response: If we cannot resolve the complaint within three business days, we will send you a final response within eight weeks of receiving the complaint. The final response will include:
• Acceptance of the complaint with an offer of redress or remedial action (if applicable);
• An offer of redress or remedial action without accepting the complaint; or
• Rejection of the complaint with a clear explanation.

Additionally, the final response will:

• Include a copy of the Financial Ombudsman Service (FOS) standard explanatory leaflet
• Provide the website address of the Financial Ombudsman Service
• Inform the complainant that they may refer their complaint to the Financial Ombudsman Service if they remain dissatisfied
• Indicate whether or not We consent to waive the relevant time limits

If we are unable to issue a final response within eight weeks, we will provide a written response explaining:

• Why we are not yet able to provide a final response
• When we expect to provide a final response
• That the complainant may now refer the complaint to the Financial Ombudsman Service
• Whether or not we consent to waive the relevant time limits
• A copy of the Financial Ombudsman Service standard explanatory leaflet
• The website address of the Financial Ombudsman Service

A complaint will be considered resolved when we provide a final written response.

The Financial Ombudsman Service (FOS)

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:

• Phone Number: 0800 023 4567 (+44 20 7964 0500 if calling from outside the UK)
• Email: complaint.info@financial-ombudsman.org.uk
• Website: https://www.financial-ombudsman.org.uk

If you have any questions about our complaints procedure, please contact us at support@propelle.io.