COMPLAINTS PROCEDURE.

1. SCOPE OF THIS PROCEDURE

This procedure applies to complaints about services provided by Finanze Strategy Ltd, including property strategy, sourcing, opportunity assessment, transaction support, communication, fees, disclosures, referrals and matters within The Property Ombudsman’s jurisdiction.

A complaint may be made by a client, prospective client, buyer, seller, authorised representative or another person directly affected by our service.

2. HOW TO MAKE A COMPLAINT

You can raise a complaint:

• By email.
• By telephone.
• In writing.
• Through the enquiry form on our Contact page.
• Through an authorised representative acting on your behalf.

Please provide your name, contact details, the relevant property or transaction, what happened, when it happened, who was involved, any supporting documents and the outcome you would like us to consider.

If a complaint is made verbally, we will confirm our understanding of the issue in writing so that any misunderstanding can be corrected.

3. ACKNOWLEDGEMENT

We will acknowledge the complaint and identify the person responsible for reviewing it. Where further information is needed, we will explain what is required and why.

Making a complaint will not attract a fee and will not, by itself, affect the fair treatment of an existing enquiry or engagement.

4. INVESTIGATION

We will investigate the issues raised objectively and proportionately. This may include reviewing correspondence, agreements, call notes, property information, disclosures, fees, records, professional communications and the actions of people involved.

Where the complaint concerns a third-party professional, group company, lender, broker, solicitor, agent or other provider, we may need to obtain information from that party. Separate complaints may also need to be made directly to that organisation under its own procedure.

5. CONFLICTS OF INTEREST

Any actual, potential or perceived conflict relevant to the complaint will be considered as part of the investigation. We will review whether the conflict was identified, disclosed and managed appropriately.

Where a conflict would prevent a fair internal review, we will consider appropriate alternative arrangements.

6. VULNERABILITY AND REASONABLE ADJUSTMENTS

We do not make assumptions about vulnerability. If a complainant tells us about a physical or mental health issue, age-related need, bereavement, financial or personal stress, communication barrier, limited experience or another circumstance affecting engagement, we will consider reasonable and proportionate adjustments.

Adjustments may include:

• Providing clearer or more detailed explanations.
• Allowing additional time.
• Communicating in smaller or simpler stages.
• Confirming key points in writing.
• Using an alternative communication method where reasonably possible.
• Allowing an authorised representative to assist or act on the complainant’s behalf.

Vulnerability may be temporary or permanent and may change over time. Any relevant adjustment will be recorded factually and handled sensitively.

7. KEEPING YOU INFORMED

We aim to resolve complaints as quickly as possible and will keep you informed of material progress where appropriate. More complex matters may require information from third parties or additional time to investigate.

8. OUR WRITTEN RESPONSE

Once the investigation is complete, we will provide a written response setting out the issues considered, our findings, any action taken or proposed and the reasons for our decision.

Where appropriate, action may include an explanation, correction, apology, process improvement, further review, fee-related consideration or another proportionate remedy.

9. FINAL VIEWPOINT LETTER

If the complaint is not resolved to your satisfaction, we will issue a Final Viewpoint Letter explaining our position and the available escalation route.

The Final Viewpoint Letter will identify that it is our final response and will explain your right to refer an eligible complaint to The Property Ombudsman.

10. WHEN YOU MAY REFER TO THE PROPERTY OMBUDSMAN

You may refer an eligible complaint to The Property Ombudsman:

• After receiving our Final Viewpoint Letter; or
• If eight weeks have passed since you first raised the complaint and it remains unresolved.

11. THE PROPERTY OMBUDSMAN

Finanze Strategy Ltd is a member of The Property Ombudsman scheme.

The Property Ombudsman
Milford House
43–55 Milford Street
Salisbury
Wiltshire
SP1 2BP

Telephone: 01722 333 306
Website: www.tpos.co.uk

12. RECORDS AND LEARNING

We maintain records of complaints, investigations, responses, relevant vulnerabilities or adjustments, outcomes and remedial action. Complaint trends and learning may be used to improve future services, communications, disclosures and controls.

13. DATA PROTECTION

Personal data used in handling a complaint will be processed in accordance with our Privacy Policy. Information may be shared where necessary to investigate the matter, obtain advice, comply with law or respond to The Property Ombudsman or another authority.

14. CONTACT

To make a complaint, use the enquiry form on our Contact page and clearly state that the message is a complaint. You may also ask for a reasonable adjustment or confirm that an authorised representative will act for you.

Last updated: August 2026.