At Insignis we aim to always provide a high standard of service and good outcomes for all our clients. However, we understand that there may be occasions where you feel that our standard of service has not met your expectations.

If this is the case, and you wish to raise a complaint about any part of our services, you can call us on 01223 200 674 or email client.services@insigniscash.com. Alternatively, you can post a copy of your complaint to the following address:

Client Services Team
Insignis
St John’s Innovation Centre
Cowley Road
Milton
Cambridge
CB4 0WS

For us to investigate and resolve your complaint in as promptly as possible, please provide us with as much detail as you can when you reach out to us.

We ask that you please include:

• Your full name, address, and client account number
• The most convenient way to contact you
• A clear description of your complaint and any issue and details of what you would like us to do to make it right
• Any relevant correspondence or other documents that you feel relevant to the issue

We’ll acknowledge your complaint promptly if we cannot resolve it by close of the 3^rd business day.

We’ll aim to resolve any issues by the 15^th working day following the receipt of your complaint. If, due to exceptional circumstances, your complaint will take longer than 15 days to resolve, we will provide an update on the ongoing handing of your complaint and the anticipated timeframe for resolution.

If you have not received an initial response from us within 15 days or a Final Response from us within 35 working days- or if you are not satisfied with the outcome of your complaint, and you are eligible- you can request a review of your complaint by the Financial Ombudsman Service (FOS).

It is important that we complete our own internal complaints procedures first before you contact the Financial Ombudsman Service (FOS) as they may only investigate your complaint once Insignis has issued our final response to your complaint, or after the 35 working day period.

In our Final Response to you we will confirm your eligibility to refer your complaint to the Financial Ombudsman Service (FOS). You must raise your complaint to the Financial Ombudsman Service (FOS) within 6 months from the date of our Final Response to your complaint with Insignis . Insignis does not use the services of any other dispute resolution providers. The contact details for the Financial Ombudsman Service (FOS), can be found below:

The Financial Ombudsman Service (FOS)
Exchange Tower
London
E14 9SR

Telephone: 0800 023 4567 or 0300 123 9 123
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk

If your complaint is in relation to Insignis not meeting certain legal requirements as a Payment Services Firm, you may be able to report the matter to the Financial Conduct Authority – 0800 111 6768 (freephone).