Complaints

At Redbanx Ltd, we are committed to delivering fair outcomes for our customers. In line with our regulatory obligations, we maintain effective and transparent procedures for the prompt and fair handling of complaints in relation to the services we provide.

How to Make a Complaint

If you are a client of Redbanx Ltd, we encourage you to first contact your usual point of contact or Account Manager, either by phone or email, so that we can try to resolve your concerns as quickly as possible. If this is not successful, or if your complaint relates to your usual contact, please email us at compliance@redbanx.com, and a member of our team will contact you directly. Your complaint will be handled by an appropriately trained individual who is independent of the matter being complained about. We are required to maintain a record of all complaints received and any actions taken. These records are retained for a minimum of 6 years.

Who Can Complain

We will consider complaints from eligible complainants, including private individuals, micro-enterprises and certain small businesses, in accordance with applicable regulations.

Our Complaints Process

Step 1 — Acknowledgement: We will acknowledge receipt of your complaint promptly, typically within 1–3 business days.

Step 2 — Investigation and Response: We will carry out a thorough, fair and impartial investigation. We aim to provide our final response within 15 business days of receiving your complaint.

Step 3 — Escalation: If you are not satisfied with our final response, you may be eligible to refer your complaint to the Financial Ombudsman Service (FOS).

Timeframes

In exceptional circumstances, we will send you a holding response within 15 business days. In any event, we will provide a final response within 35 business days of receiving your complaint.

Financial Ombudsman Service

If you remain dissatisfied with our final response, you may refer your complaint to the Financial Ombudsman Service within 6 months of the date of our final response. Financial Ombudsman Service, Exchange Tower, London, E14 9SR. Telephone: 0800 023 4567. Website: www.financial-ombudsman.org.uk

Our Commitment

We take all complaints seriously and use them as an opportunity to improve our products, services and customer experience.