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Complaints 

We take customer complaints seriously and want to address any issues that you may have experienced while working with our team. By submitting a complaint, you allow us the opportunity to investigate the matter thoroughly and resolve the issue as efficiently as possible. Our goal is to ensure that you have a positive experience and receive the highest level of service possible. Rest assured that your complaint will be handled with the utmost professionalism and attention to detail, and we will do everything we can to make things right. Thank you for taking the time to bring your concerns to our attention.

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We adhere to the Financial Conduct Authority's objective of treating customers fairly, including providing necessary information and avoiding barriers to complaints. Our procedures reflect these rules and expectations.

Complaints Procedure

  1. Complaint Submission: Clients can submit a complaint via the following forms of communication; orally or in writing by email (complaints@financenexus.co.uk). The complaint should include the client's name, contact information, details of the complaint, and any supporting information.
  2. Investigation: Our team and external network "In Partnership" will conduct a thorough investigation into the complaint and may contact the customer for further information if needed.
  3. Resolution: Once the investigation is complete, In Partnership or (Finance Nexus if authorised) will provide the customer with a written response outlining the findings of the investigation and any actions that will be taken to resolve the complaint.
  4. Financial Ombudsman Service: If the complaint is still not resolved clients have the option to refer the matter to the Financial Ombudsman Service.
  5. Review: The company will regularly review its complaints procedure to ensure it remains effective and appropriate for the needs of its customers.
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