Beschwerdepolitik

Objective

MiFinity UK Limited, hereinafter referred to as “MUKL” or “Mifinity”, is committed to implementing clear and effective procedures for the appropriate and prompt handling of complaints.

Every customer is important to MiFinity, and for this reason, MiFinity believes that every customer should have the right to fair, prompt, and courteous service at all times. This document describes the complaint handling procedures that MiFinity will follow in the event of a formal complaint.

Scope

This document is intended to ensure that MiFinity’s customer service representatives understand the importance and know how to handle any complaint they receive.

This document supports you with a step-by-step guideline.

Definition of a complaint

For the purposes of the regulatory requirements for complaints procedures, a complaint is any oral or written expression of dissatisfaction with the provision or non-provision of a financial service by a financial service provider, whether justified or not, by or on behalf of a legitimate complainant. A complaint must contain an allegation that the complainant has suffered or is likely to suffer financial loss, significant inconvenience, or significant distress.

Procedure for filing a complaint

You can submit a complaint by briefly outlining all the facts of the issue and providing useful information such as the date, location, and contact person’s name, the nature of the complaint, and copies of all supporting documents. You can submit your complaint using one of the following methods: by letter, email, telephone, or via web chat using the link below.

By post: MiFinity UK Limited, 28 School Road, Newtownbreda, Belfast, Northern Ireland BT8 6BT.

By phone: +44 28 9587 0100. Online: Via the website – Complaints Policy.

Procedure after receipt of a complaint

The complaint will be forwarded to the MiFinity Client Services Manager, who is also the Complaints Manager.

If the Complaints Manager is involved with the complaint, the complaint will be escalated to the Compliance Team. MiFinity will acknowledge the complaint in writing within 15 days. If MiFinity is unable to respond within these 15 days, MiFinity will notify the customer that it will respond within the next 35 days.

The confirmation will inform the customer of the name and title of the person handling the complaint and who has the authority to investigate and resolve the complaint.

Investigation of a complaint

Mifinity will investigate the complaint fairly, consistently, and promptly and determine whether to uphold the complaint and (if appropriate) provide remedial action and/or reparation. Mifinity will set out its conclusions in a final response to the individual who submitted the complaint. If Mifinity determines that reparation is appropriate, Mifinity will attempt to provide the individual with reasonable compensation for any acts or omissions for which Mifinity is responsible. If the individual accepts Mifinity’s offer, Mifinity will promptly pay the compensation to the individual.

MiFinity UK Ltd. is committed to ensuring that all complaints received are handled fairly, consistently, and promptly, and that the company identifies and addresses any recurring or systematic issues, as well as any specific problems identified by a complainant. Mifinity will continue to make every effort to learn from complaints received and improve service to individuals in the future.

Timeframe for responding to a complaint

Once an individual submits a formal complaint, Mifinity will investigate and resolve it within 15 working days and provide the individual with a written response.

Procedure if the complaint is not satisfactory

If someone is dissatisfied with the outcome of their complaint, they have the right to refer their complaint to the Financial Ombudsman Service (FOS). The following link outlines the steps for submitting a complaint to the FOS.

Recording of complaints

An Excel spreadsheet is maintained and updated by the Customer Service Manager so that a record can be submitted to the FCA as part of the annual complaints report.

Monitoring and review

The Complaints Manager monitors the effectiveness and reviews the implementation of this policy by regularly reviewing its suitability, appropriateness, and effectiveness. Any improvements identified are implemented as quickly as possible. Internal control systems and procedures are regularly reviewed to ensure their effectiveness.

This policy is not part of an employee’s employment contract and may be changed at any time. However, it is required that each employee reads this policy and confirms that they understand it.