Complaints policy

Propelle (Network) Ltd – 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 is our priority. We value your feedback and encourage you to share any concerns you may have about our services. If you’re unhappy for any reason, 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. If you have any concerns about Our 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’?

In broad terms, 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?

Complaints may be submitted by emailing Us at support@propelle.io.

To ensure that We can respond as quickly as possible please include the following in your complaint communication:

Please ensure that all communication does not include offensive language directed to either  Us or any of Our employees.

How We Handle Complaints

Investigation

Once a member of staff has received your complaint they shall acknowledge that they have received it and they shall investigate the complaint. When handling a complaint, We shall communicate with you clearly, in plain language that is easy to understand and shall reply to you without undue delay, as well as keeping you properly informed.

We will endeavour to resolve the complaint as soon as is possible, however please note that regulations provide the Firm with up to eight weeks to deal with a complaint.

Time Frames

We will send the complainant a written acknowledgement providing early reassurance that the complaint has been received and is being dealt with. This will happen within 1 business day of receiving the complaint.

We shall also aim to resolve the complaint within three business days and confirm this to you in writing. If we can’t do this, within eight weeks from receipt of the complaint we will send you:

A ‘final response‘, being a written response from Us which:

Additionally, the final response will include: 

Where We are not in a position to issue a “final response”, We will, within eight weeks, give a “written response” which:

A complaint will generally be seen to have been finalised when a written response from Us is provided to the complainant, which:

Where the complainant has received a substantive reply and does not, within 12 weeks after it being despatched, indicate that they are dissatisfied, then the complaint may be treated as settled on the terms of that reply provided the letter contained a sentence that it would be so treated.

The Financial Ombudsman Service

The Financial Ombudsman Service (FOS) is a free, impartial service that resolves disputes between consumers and financial businesses.  The FOS looks to resolve disputes impartially and fairly with its decisions being binding. The FOS is a free service and complaints can be made at no cost to the complainant. If you have a complaint against a financial service provider, they recommend you first give them a chance to address it directly. Only if they haven’t resolved the issue to your satisfaction within eight weeks, or if they’ve issued a final response, should you consider contacting the FOS. The FOS will then review your case and make a fair, binding decision at no cost to you.

FOS contact details:

Phone number: 0800 023 4567 (+44 20 7964 0500 if you’re calling from outside the UK)

Email: complaint.info@financial-ombudsman.org.uk

Website: https://www.financial-ombudsman.org.uk