Complaints Policy
Last updated: 25 April 2026
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:
complaints@finaap.com
In Writing
Complaints Team
Finaap Ltd
[Your registered address]
Via the App
Settings > Help & Support > Submit a Complaint
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
Step 1: Acknowledgement
We will acknowledge your complaint within 2 business days of receipt.
Step 2: Investigation
We will investigate your complaint thoroughly and fairly, gathering all relevant information.
Step 3: Resolution
We aim to resolve complaints within 15 business days. For complex complaints, we may need up to 8 weeks.
Step 4: Final Response
You will receive a written final response explaining our findings and any actions taken.
6. General Platform Complaints
Complaints about the Finaap platform, features, account management, billing, subscriptions, customer service, or any non-Open Banking matter are handled directly by Finaap Ltd. These include issues such as:
- Platform functionality or technical issues
- Subscription and billing disputes
- Data handling or privacy concerns (non-Open Banking)
- HMRC integration services
- Customer service
For general complaints, please contact us using the methods in Section 3 above. We aim to acknowledge within 2 business days and resolve within 15 business days (or up to 8 weeks for complex cases).
7. Open Banking Service Complaints
Complaints specifically relating to Open Banking services — including bank account connections, data access, consent, or any issues arising from the account information service — are handled by Finexer Ltd as the FCA-regulated provider. Finaap acts as an agent of Finexer Ltd, who is authorised by the Financial Conduct Authority under the Payment Services Regulations 2017 (firm reference number 925695) as an Authorised Payment Institution.
How Open Banking Complaints Are Handled
Step 1: Submit your complaint to Finaap as your first point of contact (using the methods in Section 3).
Step 2: We will forward your complaint to Finexer Ltd for investigation and resolution, as the regulated provider responsible for the Open Banking service.
Step 3: Finexer will acknowledge your complaint within 3 business days and aim to provide a final response within 15 business days (or up to 8 weeks for complex cases).
You may also contact Finexer Ltd directly regarding Open Banking complaints at their registered complaints address.
8. 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 the following bodies depending on the nature of your complaint:
Financial Ombudsman Service (FOS)
For complaints about Open Banking services. Because Open Banking services are provided by Finexer Ltd (FCA-authorised), unresolved complaints may be escalated via Finexer to the Financial Ombudsman Service. You may refer your complaint to the FOS if Finexer has not resolved it within 8 weeks, or if you are dissatisfied with Finexer's final response.
Website: financial-ombudsman.org.uk
Phone: 0800 023 4567 (free from mobiles and landlines)
Email: complaint.info@financial-ombudsman.org.uk
Information Commissioner's Office (ICO)
For data protection and privacy complaints.
Website: ico.org.uk
Phone: 0303 123 1113
Alternative Dispute Resolution (ADR)
For general platform complaints.
You may use UK-based ADR or the European Commission ODR Platform: ec.europa.eu/consumers/odr
9. Response Timelines Summary
| Stage | General Complaints | Open Banking Complaints |
|---|---|---|
| Acknowledgement | 2 business days | 3 business days |
| Final Resolution (standard) | 15 business days | 15 business days |
| Final Resolution (complex) | Up to 8 weeks | Up to 8 weeks |
| External escalation | ADR / ICO | FOS (via Finexer) |
10. 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.
11. Contact Us
Finaap Complaints Team
Email: complaints@finaap.com
Phone: 0330 533 0228
General Support: support@finaap.com