Complaints Handling Policy v1.0

Last updated: 25/11/2025

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1. Purpose

NeoTec Financial Services Ltd is committed to delivering a high standard of service. This Complaints Handling Policy explains how complaints are managed fairly, transparently, and promptly.

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2. What Is a Complaint?

A complaint is any expression of dissatisfaction relating to our services, staff, systems, or processes.

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3. How to Submit a Complaint

Complaints can be submitted:

• By email: info@neotecfinancial.com

• By post:
  NeoTec Financial Services Ltd
  167–169 Great Portland Street
  London
  England
  W1W 5PF

Please include sufficient detail to allow us to investigate effectively.

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4. Acknowledgement and Resolution

• Complaints will be acknowledged within 5 business days

• We aim to provide a resolution within 15 business days

• If additional time is required, we will keep you informed

 

5. Investigation

All complaints are reviewed impartially and assessed against contractual terms, operational procedures, and applicable legal or regulatory requirements.

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6. Escalation

If you remain dissatisfied, you may request an internal escalation for further review.

Where applicable, you may also have the right to refer your complaint to an appropriate external body depending on the nature of the service provided.

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7. Record Keeping

Records of complaints are maintained for audit, regulatory, and service-improvement purposes.