Complaints & Redress
At Finanze Strategy Ltd, we are committed to providing a fair, transparent and professional service. We take complaints seriously and aim to resolve any concerns promptly and fairly.
How to make a complaint
If you are unhappy with our service, you can raise a complaint with us free of charge.
Complaints can be made:
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by email
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by telephone
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in writing
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via an authorised representative acting on your behalf
If a complaint is made verbally, we will confirm our understanding of the issue in writing.
Complaint Contact
What happens next
We will acknowledge your complaint and investigate the issues you raise. We aim to resolve complaints as quickly as possible and will keep you informed of progress where appropriate.
Once our investigation is complete, we will provide you with a written response setting out our findings.
Final response and escalation
If we are unable to resolve your complaint to your satisfaction, we will issue a Final Viewpoint Letter explaining our position.
If you remain dissatisfied, you have the right to refer your complaint to The Property Ombudsman, an independent redress scheme.
You may refer your complaint:
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after receiving our Final Viewpoint Letter, or
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if eight weeks have passed since you first raised your complaint and it remains unresolved
Any referral to The Property Ombudsman must be made within 12 months of the date of our Final Viewpoint Letter.
The Property Ombudsman
Finanze Strategy Ltd is a member of The Property Ombudsman scheme.
The Property Ombudsman
Milford House
43–55 Milford Street
Salisbury
Wiltshire
SP1 2BP
Telephone: 01722 333 306
Website: www.tpos.co.uk
