1. Overview
We work to high professional standards. Where the service we provide does not meet those standards, please tell us so we can put it right. This page sets out how to complain, what happens when you do, the timelines under which we are required to respond, and your right to refer your complaint to the Financial Ombudsman Service if you are an eligible complainant.
2. How to complain
Please make your complaint by any of the following channels:
- Email: [email protected]
- Post: Complaints Officer, znobia Ltd, [registered address]
- Telephone: +44 [number]
A complaint may be made by you or by a third party acting on your behalf with your written authority.
3. Process and timelines
Once your complaint is received, we will:
- Acknowledge in writing within five business days of receipt, identifying the complaints handler responsible for your file.
- Investigate the complaint fairly, giving you regular updates and an opportunity to provide any further information.
- Issue a final response in writing by the end of eight weeks from receipt of your complaint, in compliance with FCA DISP 1.6. The final response will set out our decision, any redress offered, the reasons for our decision, and (where applicable) your right to refer the complaint to the Financial Ombudsman Service.
If we are unable to issue a final response within eight weeks, we will write to explain why, and let you know when a final response can be expected.
4. Financial Ombudsman Service (for eligible complainants)
Indicative wording — to be finalised by counsel per FCA DISP 1 Annex 3:
If you are an eligible complainant — broadly: a consumer, a micro-enterprise (fewer than 10 employees, annual turnover or balance sheet under €2 million), a small business meeting current DISP thresholds, a charity with annual income under £6.5 million, or the trustee of a small trust under FCA rules — and you are not satisfied with our final response, or eight weeks have passed without a final response from us, you may refer your complaint to the Financial Ombudsman Service.
You have six months from the date of our final response letter to refer the complaint to the FOS. We will enclose the FOS standard explanatory leaflet with our final response.
Financial Ombudsman Service
Exchange Tower, London E14 9SR
0800 023 4567 (free from most UK landlines) · 0300 123 9123
[email protected] · financial-ombudsman.org.ukThe FOS service is free for eligible complainants.
5. Large Commercial Customer carve-out
Most of znobia's clients are institutional and fall outside FCA DISP eligibility for FOS referral. A Large Commercial Customer — broadly, a firm exceeding FCA SME thresholds (turnover over £6.5 million, balance sheet over £5 million, or more than 50 employees) — is not an eligible complainant under DISP, and the FOS will not generally accept a complaint from such a client.
Large Commercial Customers retain their rights under contract and at law. We invite complaints from Large Commercial Customers on exactly the same basis, with the same process and timelines, save that the FOS-referral right described in §4 does not apply.
6. Contact
Complaints Officer · [email protected] · znobia Ltd, [registered address] · +44 [number].
7. Authorisation status note
This complaints policy is published in advance of znobia's direct FCA authorisation. The FOS-referral mechanism described in §4 will be operative on and from the date of znobia's FCA authorisation. Pre-authorisation, complaints handling is internal-only and FOS does not have jurisdiction; on authorisation, the policy above takes effect in full and we will issue an update on this page.