Complaints Procedure.

Our approach

Finanze Group Ltd aims to deal with all enquiries, concerns and complaints fairly, clearly and promptly. If something has gone wrong, or if you are unhappy with any aspect of your experience, please contact us so we can review the matter.

How to raise a complaint

You can raise a complaint by email, telephone or post. Please contact Finanze Group Ltd at 124 City Road, London, EC1V 2NX. Email: info@finanze.co.uk. Phone: +44 (0) 208 058 5389.

What to include

To help us review your complaint, please include your name, contact details, the division or service involved, a clear summary of the issue, relevant dates, supporting documents and the outcome you are seeking.

What happens next

We will review the information provided, consider which part of the group or which third party may be involved, investigate where necessary and respond as soon as reasonably possible. We may contact you for further information if we need more detail to understand the issue.

Regulated and non-regulated services

Not all services we offer are covered by the FCA. Your rights, timescales and escalation routes may depend on the service, entity, lender, broker, adviser or regulatory status involved. We will explain the position where it is relevant to your complaint.

Complaints involving third parties

Some enquiries or services may involve lenders, brokers, advisers, suppliers, introducers or other third parties. Where a complaint relates partly or wholly to a third party, we may need to refer you to that third party or work with them to understand the issue.

Timescales

We aim to deal with complaints promptly. Where a complaint relates to a regulated activity, applicable regulatory complaint-handling rules and timescales may apply. Where a complaint does not relate to a regulated activity, we will still aim to review it fairly and respond within a reasonable timeframe.

Escalation

If your complaint relates to an activity covered by applicable financial services rules, you may have rights to refer the matter to an external body after receiving a final response or after the relevant complaint-handling period has passed. We will explain any applicable route where relevant.

Records

We may keep records of complaints, correspondence, supporting information, actions taken and outcomes so that we can handle the complaint, meet legal or regulatory obligations, improve our services and respond to future questions or claims.

Contact

Complaints and concerns can be sent to Finanze Group Ltd, 124 City Road, London, EC1V 2NX. Email: info@finanze.co.uk. Phone: +44 (0) 208 058 5389.

Last updated: June 2026.