As much as it's disappointing for us when something goes wrong, we're grateful for the opportunity to put things right. We see complaints as a way to learn about your experience first-hand and transform it into something better, and we're committed to working with you to resolve your issue as soon as possible.
If you'd like to make a complaint the easiest way to do this is by contacting us via our live chat or by email at email@example.com. You can also write to us at the following address: Flux, Aldgate Tower, 2 Lehman Street, London E1 8FA. Once we receive your complaint, we'll contact you to talk through the problem and let you know what we're going to do to put things right.
We're regulated by the Financial Ombudsman Service, so if you're not happy with how we've handled your complaint, you can refer it to them for an independent review. You can read more about what they do on their website.
Our regulatory obligations mean that you'll always get a final response to your complaint within eight weeks, but we'll always aim to respond within seven days - and if there's a way to sort things faster, we will.
We believe that a collaborative, transparent, and empathetic approach to complaints is the only way to properly respond when something's gone wrong, and your feedback will help us make positive decisions to continue to improve the Flux experience for everyone.
What information do you need from me?
We’d like to resolve your complaint as quickly as possible, so the more information you share with us about what’s happened, the faster we can help you. At a minimum we’ll need you to share your contact details with us and a brief explanation of your complaint.
What happens next?
Once we receive your complaint, we’ll aim to be in touch within 24 hours to let you know we’re looking into things and agree a timeframe with you for the next steps. While we’re investigating we’ll keep you updated with our progress and may be in touch to ask you for some more information about your complaint. You’ll always have one point of contact at Flux, and they’ll liaise on your behalf with our internal teams - such as our developers who’ll investigate and resolve any technical issues, or our Data Protection Officer for complaints relating to your data or privacy.
How long will it take to resolve my complaint?
Our regulatory obligations mean that you'll always get a final response to your complaint within eight weeks, but we'll always aim to respond within seven days - and if there's a way to sort things faster, we will. We’ll always give you a written final response letter that explains what we found during our investigation, what we’ve done to put things right, and the reasons we made our decision or acted in a particular way.
What if I’m not happy with the outcome?
We're regulated by the Financial Ombudsman Service, so if you're not happy with how we've handled your complaint, you can refer it to them for an independent review once we’ve given you a final response - or after 35 business days have passed since you made your complaint to us, whichever is soonest. The ombudsman is an independent public body that was set up by law to resolve complaints between consumers and businesses. You'll normally need to contact them within six months of our final response letter in order for them to be able to look into your complaint. You can read more about what the ombudsman does on their website.
What information will you store about my complaint?
We need to keep a record of complaints that we receive as we may be required to provide information about them to the FCA during an audit. You can ask to see a copy of any information we’ve stored about your complaint by emailing us at firstname.lastname@example.org.
What happens if i make a complaint about Flux to the ICO or the ombudsman?
We’ll liaise directly with the ombudsman and the ICO to provide them with the information they need to make a decision about your complaint. This might include details of your Flux account and your original complaint to us, as well as information about how we handled your complaint and any steps we took to resolve it.