Complaints Policy

Date: 29 October 2025

Complaints Handling Policy 

Any expression of dissatisfaction about the provision, or failure to provide, a financial service which alleges that the complainant has suffered (or may suffer) financial loss, material distress or material inconvenience is treated as a complaint. This includes correspondence in writing and that made during the course of verbal communication. Where any customer expresses concern about the service, steps will be taken to resolve the matter and it will be treated as a complaint.  

Complaints may be received directly from customers or from third party representatives. In the event of any complaint the matter must be recorded and logged and referred to the firm’s nominated complaints handler in accordance with the complaint handling procedure.  

Any complaint received from a third-party representative such as Trading Standards or the Citizens Advice Bureau will be immediately referred to the nominated complaints handler. 

If you’re not happy with your experience, and would like to make a complaint, please let us know so we can try to make it right. 

 

Complaints Handling Procedure 

The following complaints procedure is made available to every customer upon request and is published on our website. We define a complaint as ‘an expression of dissatisfaction whether oral or written, and whether justified or not, from or on behalf of a complainant about our provision of, or failure to provide, a service, which alleges that the complainant has suffered (or may suffer) financial loss, material distress or material inconvenience’. We allow complaints to be made by any reasonable means and recognise that all complaints require a resolution. 

We have adopted a complaints handling policy, and have complaints handling procedures in place. We allow a complaint to be made by any reasonable means including: complaints by post, via e-mail, by telephone, and through our online help desk. To make a complaint, please contact us using the information provided below. We will then review your complaint and provide you with our response.

How to contact us with a complaint 

If you wish to make a complaint about our service, you can do so: 

  1. By email through the help desk link on the Level app: https://levelft-help.freshdesk.com/support/home 

  1. In writing to: Complaints, Level Financial Technology Limited, 5th Floor, 33 Holborn, London, EC1N 2HT 

 

Information to provide when making a complaint  

We aim to resolve your complaint as quickly as possible. To help us do this, please provide the following when making your complaint: 

  1. Your name; 

  2. A description of why you are dissatisfied; 

  3. What you would like us to do to put things right; and 

  4. A phone number and email address that we can reach you on 

 

What happens next? 

We will write to you promptly after receiving your complaint to tell you what we have done to resolve the problem, or to acknowledge your complaint and let you know when you can expect a full response. 

We will finish our investigation and send you our final response as quickly as we can. Depending on the subject of your complaint and the nature of our investigation, this may take up to 15 business days after we receive the complaint. If this is the case, we will keep you updated on our progress. In exceptional circumstances, where the firm cannot send a final response within this period of time, for reasons beyond its control, it will issue you with a final response by the end of 35 business days after the day on which we receive the complaint. 

Within 35 business days from the date of your complaint, our complaint handler will send you either: 

  1. A final response addressing the complaint; or 

  2. A written response which explains why we are not in a position to make our final response, giving reasons for the further delay, and indicating when we expect to be able to provide our final response. 

Our intention is always to address your complaint fully – if you feel that our response to your complaint does not do so, please let us know so we can do our best to address your concerns. 

Within our final response, we will either accept the complaint and, where appropriate, offer redress or remedial action or reject the complaint and gives reasons for doing so. 

 

Further Review Options 

 If you remain dissatisfied with our final response or if you have not heard from us within the timeframes set out above, you may seek independent advice or pursue other available remedies.  

Complaints Investigation  

Our nominated complaints handler is our Compliance and Legal Associate, and they will at all times be responsible for the investigation of complaints. Input will be sought from other employees where necessary. We will retain a log of all complaints received and the outcome for a minimum of six years in accordance with regulatory requirements. A complaints file will be created for each complaint, with reference to the log, which will contain all communication with complainants, the actions taken to investigate the complaint, the findings, and a copy of the final response to the complainant.  

 

Root Cause Analysis 

Upon completing the investigation of a complaint the nominated complaints handler shall conduct a root cause analysis of the complaint to ascertain the cause of the complaint and the risk of that cause reoccurring. Where the cause is the compliance system or operational processes the nominated complaint handler shall submit a report to senior management to discuss in the next board meeting. 

 

Trend Analysis

Each quarter our nominated complaints handler shall review the number of complaints received, the resolution or otherwise of those complaints, and analysis to identify trends which may exist within those complaints. Details of this analysis will be reported to the Board. 

 

Complaints Register 

We will maintain a complaints register which will be the subject of periodic review. A lack of complaints recorded may indicate that staff do not recognise what a complaint is or have concerns that recording a complaint may reflect negatively upon themselves. Our management will make clear that complaints play a positive role in furthering our business objectives and improving customer service, and may be seen as a valuable tool for future product or service development. All staff will receive training on complaint identification and handling.   

 

Alternative Dispute Resolution

If a complaint cannot be resolved through our internal process, customers may seek independent advice from legal advisors or consumer rights organisations regarding their options for dispute resolution.  

 We aim to resolve all complaints internally within eight weeks. If a complaint remains unresolved after this period, customers may wish to seek independent advice regarding their options. 

 

Monitoring 

This policy and procedure will be reviewed (and updated where necessary) on a yearly basis or as and when relevant regulations or best practices are updated.