Finspace Group

Complaints

We take complaints seriously

Finspace Group is committed to excellent customer service and to treating its customers fairly.

We do our best and pride ourselves in delivering outstanding customer service for every customer.

If you feel your experience with us isn’t living up to your expectations, then please let us know so that we can try and put it right.

We take all complaints and problems seriously, and we’ll do everything we can to fix the problem.

In the event that you ever have a complaint, please contact us on either of the following:

Email: complaints@finspacegroup.co.uk

Phone: 020 3865 5985

Post: Finspace Group, 22 City Road, London, EC1Y 2AJ

Trusted in the industry

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What will happen next? +

We will acknowledge your complaint promptly, within 1 working day. If you haven’t heard from us, please check with us that we have received your complaint.

Where your complaint can be fixed straight away, we will endeavour to fix it.

If we can’t, we’ll acknowledge your complaint in writing within five days of receiving it. We will then investigate your complaint impartially, thoroughly and fairly.

How long will it take? +

We aim to investigate and resolve your complaint as quickly as possible.

If we are unable to fully respond to the issue within 8 weeks, we will contact you to explain why this has not been possible and keep you informed of the complaint’s progress and let you know when we will contact you again.

We will aim to complete our investigation within eight weeks of receiving your complaint, and you should receive our final response in this timeframe.

What if I am not satisfied? +

If you don’t receive your final response within eight weeks of us receiving your complaint, we will tell you why, or if, for any reason, you are not happy with our decision you can write to Financial Ombudsman Service. Their contact details are as follows:

Email: complaint.info@financial-ombudsman.org.uk

Phone: 0300 123 9 123 or 0800 023 4567

Post: Financial Ombudsman Service (FOS), Exchange Tower, London E14 9SR