Complaints Policy

1. Our commitment

Finaap Ltd wants to put things right when they go wrong. This policy explains how to complain, what we will do, how long it will take, and where you can go if you're not happy with our answer.

We treat every complaint fairly, promptly and without charge. Making a complaint will never affect how we treat you as a customer.

2. What counts as a complaint

A complaint is any expression of dissatisfaction, whether or not it is justified, about anything we have done or failed to do, where you want a response or something put right. It can be about:

• the Platform, its features or technical problems
• billing, subscriptions, refunds or cancellation
• how we have handled your personal data
• Open Banking bank connections (see section 4)
• our Making Tax Digital or Corporation Tax filing features
• our customer service

You don't need to use the word "complaint". If you tell us you are unhappy, we will treat it as one.

3. How to complain

Use whichever method suits you:

We also accept complaints made through any other channel we use to communicate with customers, including social media messages. It helps if you tell us your name, the email address on your account, what happened, when, and what you would like us to do.

If you need help to make a complaint, for example because of a disability, a health condition or language, tell us and we will adapt how we communicate with you. Someone else can complain on your behalf if you authorise them to.

4. Open Banking complaints

Finaap Ltd is registered with the Financial Conduct Authority as an agent (firm reference number 1053812) of Finexer Ltd, which is authorised by the FCA under the Payment Services Regulations 2017 (firm reference number 925695) to provide account information services. Open Banking connections in Finaap are provided by Finexer, with Finaap acting as its agent. Finexer is responsible for the account information service and for resolving complaints about it.

If your complaint is about connecting a bank, the data we received from your bank, consent or re-authorisation, or anything else about the account information service:

5. All other complaints

For complaints about anything other than the Open Banking service:

1. Acknowledgement. We will acknowledge your complaint within 2 business days and tell you who is dealing with it.
2. Investigation. We will look into what happened, which may include asking you for more information.
3. Final response. We aim to give you a written final response within 15 business days. For complex complaints we may need longer. If so, we will tell you why and keep you updated at least every 2 weeks. Our final response will always be sent within 8 weeks at the latest.
4. The final response will explain what we found, what we will do about it, and your options if you disagree.

Data protection complaints. If your complaint is about how we have handled your personal data, we will acknowledge it within 30 days (usually much sooner), take appropriate steps to investigate, keep you informed, and tell you the outcome without undue delay. You can also complain to the Information Commissioner's Office at any time (section 6).

6. If you are not satisfied

7. Timescales at a glance

8. How we learn from complaints

We record every complaint, its outcome and the time taken. Our director reviews complaints at least quarterly to identify root causes and improvements. We keep complaint records for six years. Where a complaint relates to the Open Banking service, we share what Finexer needs to meet its own regulatory reporting.

9. Contact