Are you unhappy with any aspect of our service? Please let us know….

Breinrock UK Ltd is committed to providing you with a high standard of service.

We understand that sometimes things may not go according to plan, and you may feel that our services have not met your expectations. If this happens, we want to hear from you as soon as possible.

We value your feedback and take such complaints very seriously.

We will do our very best to ensure your complaint is:

Investigated competently, diligently and impartially
Assessed fairly and consistently

We will respond to you promptly, and in a way that is fair, clear, and not misleading.

Your feedback gives us the opportunity to put things right and improve our service to you in the future.

What is a complaint?

Any oral or written expression of dissatisfaction, whether justified or not, about our services, or failure to provide our services, which alleges that you have suffered (or may suffer) financial loss, material distress, or material inconvenience.

How to raise your complaint?

If you wish to make a complaint, you can contact us as follows:

By Phone:	020 3150 0357 Monday to Friday (excluding UK Bank Holidays) From 9am to 5pm – UK time (If you are calling us from outside the UK: +44 20 3150 0357) Calls may be recorded for monitoring & training purposes and to clarify facts
By Writing to:	Breinrock UK Ltd 73 Mornington Street London NW1 7QE England
By Email:	[email protected]

Details of your Complaint

To enable us to investigate your complaint as quickly as possible, please provide us with the following information:

Your full name and address
Your account number (if you are an existing customer)
Your email address associated with your account
A full description of your complaint and how you expect us to put things right for you
(Please provide as much detail as possible, including when the issue happened, any copies of documents, emails, and any other correspondence you may feel can assist us.)

How we will deal with your complaint

We will aim to resolve your complaint to your full satisfaction.

“Process A” - If your complaint is related to a payment service:

Step 1	We will aim to resolve your complaint within 3 business days after the day on which we received your complaint: If we can do this, we will send you a Summary Resolution Communication, in writing, informing you that we now consider your complaint as resolved If you subsequently feel that you are dissatisfied with the resolution of your complaint, you have the right to refer your complaint, for free, to the Financial Ombudsman Service (FOS)

Step 1

We will aim to resolve your complaint within 3 business days after the day on which we received your complaint:

If we can do this, we will send you a Summary Resolution Communication, in writing, informing you that we now consider your complaint as resolved
If you subsequently feel that you are dissatisfied with the resolution of your complaint, you have the right to refer your complaint, for free, to the Financial Ombudsman Service (FOS)

Step 2	If we are unable to resolve your complaint within 3 business days after the day on which we received your complaint: We will send you an Acknowledgement, in writing, to reassure you that we have received your complaint Thereafter, we will keep you informed of the progress of the measures being taken to resolve your complaint

Step 3	We will send you our Final Response, in writing, within 15 business days after the day on which we received your complaint In exceptional circumstances and for reasons beyond our control, if we are unable to send you our Final Response within 15 business days after the day on which we received your complaint: We will write to you by the end of 15 business days after the day on which we received your complaint and clearly explain to you the reasons for the delay and specify the deadline by which we will send you our Final Response The deadline by which we will send you our Final Response, in writing, will be within a maximum of 35 business days after the day on which we received your complaint If you subsequently feel that you are dissatisfied with the resolution of your complaint, you have the right to refer your complaint, for free, to the Financial Ombudsman Service (FOS)

Step 3

We will send you our Final Response, in writing, within 15 business days after the day on which we received your complaint
In exceptional circumstances and for reasons beyond our control, if we are unable to send you our Final Response within 15 business days after the day on which we received your complaint:
We will write to you by the end of 15 business days after the day on which we received your complaint and clearly explain to you the reasons for the delay and specify the deadline by which we will send you our Final Response
The deadline by which we will send you our Final Response, in writing, will be within a maximum of 35 business days after the day on which we received your complaint
If you subsequently feel that you are dissatisfied with the resolution of your complaint, you have the right to refer your complaint, for free, to the Financial Ombudsman Service (FOS)

“Process B” - If your complaint is NOT related to a payment service:

Step 1	Step 1 and 2 of “Process A” applies.

Step 2	We will send you our Final Response, in writing, within 8 weeks after the day on which we received your complaint. While our investigations are ongoing, we will keep you informed of the progress of the measures being taken to resolve your complaint If you subsequently feel that you are dissatisfied with the resolution of your complaint, you have the right to refer your complaint, for free, to the Financial Ombudsman Service (FOS) If we are unable to provide a Final Response within 8 weeks after the day on which we received your complaint, we will inform you, in writing, of the progress of the investigation and when we expect to provide you with our Final Response. If this happens, you may now refer your complaint, for free, to the FOS.

Step 2

We will send you our Final Response, in writing, within 8 weeks after the day on which we received your complaint. While our investigations are ongoing, we will keep you informed of the progress of the measures being taken to resolve your complaint
If you subsequently feel that you are dissatisfied with the resolution of your complaint, you have the right to refer your complaint, for free, to the Financial Ombudsman Service (FOS)
If we are unable to provide a Final Response within 8 weeks after the day on which we received your complaint, we will inform you, in writing, of the progress of the investigation and when we expect to provide you with our Final Response.
If this happens, you may now refer your complaint, for free, to the FOS.

The Financial Ombudsman Service (FOS)

The FOS is a free independent service which provides arbitration in disputes between customers and financial services companies. You can only refer your complaint to the FOS if you have already tried to resolve it with us, but must do so within 6 months of the date of our Final Response.

A complaint may only be considered under the FOS if it is brought by or on behalf of an eligible complainant

You can contact the Financial Ombudsman Service by any of the following methods:

By post:	The Financial Ombudsman Service Exchange Tower London E14 9SR
By telephone:	0800 023 4567 or 0300 123 9 123 (+44 20 7964 0500 if calling from abroad) Monday to Friday (8am to 5pm UK time)
By email:	[email protected]

For further information, visit: www.financial-ombudsman.org.uk