Complaints Policy

1. Our Commitment

Finaap Ltd is committed to providing high-quality services to all our customers. However, we recognise that sometimes things may go wrong. When this happens, we want to hear from you so we can put things right.

This policy explains how to make a complaint, what you can expect from us, and how we handle complaints fairly and promptly.

2. What Is a Complaint?

A complaint is any expression of dissatisfaction about our services, products, or staff, whether justified or not, where a response or resolution is explicitly or implicitly expected.

This includes complaints about:

• Our platform or services
• Data handling or privacy concerns
• Open Banking services provided via Finexer
• HMRC integration services
• Customer service
• Billing or subscription issues

3. How to Make a Complaint

You can make a complaint by:

When making a complaint, please include:

• Your name and contact details
• Your account email address (if applicable)
• A clear description of your complaint
• Any relevant dates and details
• What outcome you are seeking

4. Our Complaints Process

5. Timeframes

6. Open Banking Service Complaints

For complaints specifically relating to Open Banking services (bank account connections), please note that Finaap operates as an agent of Finexer Ltd (FCA Registration: 922417).

You may direct Open Banking complaints to:

• Finaap (as your first point of contact)
• Finexer Ltd directly at their complaints address

7. If You're Not Satisfied

If you're not satisfied with our final response, or if we haven't responded within 8 weeks, you may be able to refer your complaint to:

8. How We Learn from Complaints

We record and analyse all complaints to identify trends and areas for improvement. Complaints help us improve our services for all customers. We regularly review complaint data at management level to ensure we're continuously improving.

9. Contact Us