Complaints Handling Policy

1. Purpose

FinStitch Limited (“FinStitch”, “we”, “our” or “us”) is committed to providing high-quality products and excellent customer service. This Complaints Handling Policy explains how customers can raise a complaint, how we investigate complaints, and the standards we follow when responding.

2. Scope

This policy applies to complaints relating to:

• FinStitch's website;
• mobile applications;
• web application;
• customer support;
• subscriptions and billing;
• technical issues;
• account management;
• Open Banking connectivity facilitated through authorised third-party providers;
• any other services provided directly by FinStitch.

This policy does not apply to complaints relating solely to third-party providers or financial institutions. Where appropriate, we will assist customers in contacting the relevant provider.

3. What Is a Complaint?

A complaint is any expression of dissatisfaction relating to our products, services, employees or customer experience where the customer expects a response or resolution. Examples include:

• account access issues;
• unexpected subscription charges;
• delays in customer support;
• technical problems;
• incorrect financial data;
• application errors;
• concerns about privacy or security;
• dissatisfaction with our service.

General feedback or feature requests are not treated as formal complaints but are reviewed by our product team.

4. How to Submit a Complaint

The quickest way to raise a complaint is through the Support page in the FinStitch app. Opening a request there creates a tracked ticket you can follow through to resolution, reply to, and see the status of at any time. If you prefer, you can also email support@finstitch.com.

When raising a complaint, please include:

• full name;
• registered email address;
• description of the issue;
• relevant dates;
• screenshots or supporting information where available.

Providing complete information helps us investigate more efficiently.

5. Complaint Handling Process

Step 1 — Acknowledgement

We aim to acknowledge receipt of complaints within two (2) business days.

Step 2 — Investigation

Our team will investigate the issue by reviewing relevant information, including account activity, technical logs, billing records, customer correspondence, platform behaviour and information provided by the customer. Where additional information is required, we may contact the customer before completing our investigation.

Step 3 — Resolution

We aim to provide a substantive response within ten (10) business days. Where additional investigation is required, we will keep the customer informed of progress and provide an updated expected response date.

Step 4 — Closure

Once a resolution has been provided, the complaint will be considered closed unless additional relevant information is received.

6. Possible Outcomes

Depending on the circumstances, complaint resolutions may include:

• explanation of our services or policies;
• correction of account information;
• technical fixes;
• billing adjustments;
• subscription refunds where appropriate;
• goodwill gestures;
• improvements to our products or processes.

Not every complaint will result in compensation or refunds.

7. Billing Complaints

Customers who believe they have been charged incorrectly should contact us as soon as possible. Where an error is confirmed, we will take appropriate corrective action, which may include correcting the billing error, issuing a refund where appropriate, and preventing similar issues from recurring. Further information is available in our Refund Policy.

8. Technical Issues

Where complaints relate to software defects or service interruptions, we may investigate application logs, review infrastructure monitoring, deploy fixes, provide temporary workarounds and communicate expected resolution timelines.

9. Open Banking-Related Complaints

Where a complaint relates to Open Banking services, the issue may involve an authorised third-party provider or the customer's financial institution. Where appropriate, FinStitch will investigate matters within our control, coordinate with the relevant provider where possible, and advise customers if the issue must be addressed directly with the regulated provider or their bank.

10. Customer Responsibilities

Customers are expected to provide accurate information, cooperate during investigations, respond to requests for additional information where necessary, and communicate respectfully with our staff. Abusive or threatening behaviour towards employees will not be tolerated.

11. Complaint Records

FinStitch maintains records of complaints to identify recurring issues, improve customer experience, monitor service quality, support internal quality assurance and meet applicable legal obligations. Complaint records are retained in accordance with our Data Retention Policy.

12. Continuous Improvement

We regularly review complaints to identify opportunities to improve our platform, enhance customer support, strengthen internal processes and reduce future complaints. Customer feedback plays an important role in the ongoing development of FinStitch.

13. Escalation

If a customer is dissatisfied with our response, they may request that the complaint be reviewed by a senior member of the FinStitch team. Where the complaint relates to services provided by a regulated third-party provider, we may also direct the customer to the appropriate provider's complaints process where applicable.

14. Policy Review

This policy is reviewed annually or sooner if required due to changes in legislation, operational changes, regulatory guidance or customer feedback.

15. Contact

FinStitch Limited, registered in England & Wales (company number 17242791). For questions about this policy or an existing complaint, the quickest route is the Support page in the FinStitch app; alternatively, email support@finstitch.com.