SUMMARY OF OUR COMPLAINTS PROCEDURE

How WeFlex handles complaints

We aim to always treat our customers fairly, especially when they feel they have cause for complaint. We
investigate all complaints seriously to make sure that we can address any issues with our products and
services.

Our customer service team are trained to recognise, acknowledge and record complaints. Our senior
management team ensure that all complaints are investigated, assessed, and processed in line with our
regulatory obligations.

Once we have received a complaint

An investigation will take place to find out the cause of the complaint so that we can offer a resolution. If we
are unable to resolve the issue within three days of the complaint being made, then we will send you an
acknowledgement letter via email.

This will acknowledge that we have received the complaint, and advise on the next steps that will be taken.
We will keep you informed during the investigation of your complaint via the method of your choosing.

Complaints resolved within 3 business days

If the complaint can be resolved within 3 business days, then we will send a summary resolution
communication letter via email which will outline the result of our investigation and offer our response.

If you are not satisfied with the outcome, you will be eligible to contact the Financial Ombudsman Service.
Further information is included below.

Complaints not resolved within 3 business days

If we have not resolved your complaint within 4 weeks, we will send another formal confirmation outlining
the reason for delay. If we are unable to resolve the complaint within 8 weeks, we will inform you of this and
provide you details of when we be in a position to provide a final response

Once our investigations are complete, we will issue a final response letter which will outline the result of
our investigation and offer our response.

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The Financial Ombudsman Service (FOS)

If you are dissatisfied with the outcome of your complaint, once we have issued either the summary
resolution communication or final response letter, you will now be eligible to contact the Financial
Ombudsman Service (FOS).

The full contact details for the Financial Ombudsman Service are detailed below:

Write to: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Phone: 0800 0 234 567 (free from landlines) or 0300 123 9 123 (charged at a national rate)
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk