Complaints procedure
If something has gone wrong, we want to hear about it through a route that is logged, tracked and answered on time. This page explains how to raise a complaint, what to include, how long each stage takes, and where you can turn if we cannot resolve the matter to your satisfaction.
Our commitment
Every complaint is acknowledged, investigated by someone with the authority to put matters right, and answered in writing. We treat complaints as free feedback about where the platform fails its users; a client who complains is doing us a favour, and nobody at Quanaliz will penalise you for raising a matter properly.
The process, step by step
- Submit the complaint. Write to [email protected] with the word "Complaint" in the subject line, or raise it through your personal manager, who must pass it to the complaints handling process the same day.
- Acknowledgement. We confirm receipt within one business day and give you the name of the person handling your case and a reference number.
- Investigation. The handler gathers the relevant records: account history, audit logs, payment traces and any correspondence. Where we need more from you, we ask once, clearly, rather than in instalments.
- Written outcome. You receive a full written response explaining what we found, what we concluded and what we will do, whether that is a correction, compensation where warranted, or an honest explanation of why the platform acted correctly.
- Right of review. If you disagree with the outcome, you may ask for a review by a senior manager who was not involved in the original decision. The review re-examines the evidence rather than simply re-reading the first answer.
What to include, and what not to send
To investigate quickly, we need: your full name, the email address of your account, a clear description of what happened with dates, any reference numbers or transaction identifiers, and what outcome you are seeking. Plain chronological descriptions are more useful than long arguments.
Please do not include full payment card numbers, your account password, one-time codes, or identity documents unless your handler specifically requests them through the secure channel. Email is convenient but not confidential, and no legitimate investigation needs your password.
Timelines
Acknowledgement is issued within one business day of receipt. Most complaints are fully answered within five business days. Where a matter is genuinely complex, for example because a payment partner is investigating a transfer, we write to you within those five days with a specific revised date, and then update you at least weekly until the matter closes. Silence from us is never part of the procedure.
Escalation and external dispute resolution
If the internal process is exhausted and you remain dissatisfied, a complaint that cannot be resolved directly may be escalated through recognised UK dispute-resolution channels, including the Financial Ombudsman Service where your complaint falls within its remit. Your written final outcome letter confirms when the internal process is complete and records your right to pursue these routes. Details of eligibility are available from the Ombudsman's own published guidance.
Our commitments to you
- Transparency: every decision is explained in writing, with the evidence that led to it.
- Confidentiality: complaint records are seen only by the people handling and reviewing them.
- Objectivity: handlers are independent of the teams whose work is being complained about, and reviews go to someone new.
- Communication: you always know who is handling your case, how to reach them and what happens next.
- No reprisals: raising a complaint changes nothing about the service you receive.
- Learning: recurring complaint patterns are reported to management and turned into platform changes.
Contact for complaints
Write to [email protected] with "Complaint" in the subject line, Monday to Friday, 9:00–17:30 GMT/BST (excluding public holidays). Postal complaints are accepted at 30 St Mary Axe, London EC3A 8EP, United Kingdom. If you are unsure whether your matter is a complaint or a support question, send it anyway: we would rather classify it for you than have it go unraised.