Complaints Policy

The Minted App Ltd

The Minted App Ltd (“Minted”) is authorised and regulated by the Financial Conduct Authority (“FCA”) in the United Kingdom. We are required to have in place clear and effective procedures for the reasonable and prompt handling of complaints.

Our customers are important to us, and we believe you have the right to a fair, prompt and courteous service at all times. This policy sets out the complaints handling procedures that we will follow in the event that you make a complaint.

We work hard to ensure all service information listed on the Minted website is up to date and accurate such that you are able to make an informed decision about your purchases.

What is a Complaint?

The FCA defines a complaint as an expression of dissatisfaction (oral or written) about the provision of, or failure to provide, a financial service. It alleges how you have suffered (or may suffer):

• financial loss;
• material distress; or
• material inconvenience

Making a complaint

Our intention is always to provide all customers with the highest quality of service and to provide a valuable service, as such we hope that you never feel the need to complain. However, in the unfortunate event that you do, we are on hand to help. Our complaints procedure is available for you to raise a complaint so that we can work to resolve it.

If you want to raise a complaint, in all instances you should e-mail your complaint to complaints@theminted.com - this e-mail is monitored during office hours.

Investigation of Your Complaint

Where we receive a complaint, we will review it fairly, consistently and promptly to determine whether it should be upheld and, if so, what remedial action or redress may be appropriate. We shall resolve it at the earliest opportunity with the aim of doing so within 8 weeks of receipt.

Timetable for Responding to You

Once we have acknowledged your complaint, we will keep you informed of our progress. We aim to address and resolve any complaints we receive as quickly as possible and abide by FCA regulations on complaint handling.

We monitor our complaints email address during office hours and will acknowledge receipt of a complaint within 5 working days.

Your complaint will be sent to the relevant department to be investigated and we will keep you updated with any findings.

We will send you a final decision regarding your complaint within 8 weeks from the receipt of the complaint. In some complex cases which require additional time, we may provide a written response to you explaining why we are not in a position to make a final decision and when we might be expected to provide one.

Financial Ombudsman Service (“FOS”)

If you are an eligible complainant you may refer a complaint to the FOS if you are not satisfied with the outcome of your complaint. Your rights are set out in the FOS’s leaflet “Your Complaint and the Ombudsman” which we will provide to you as part of the complaints process.

Please remember that if you wish to refer a complaint to the FOS, you are required to do so within six months of receiving our final decision.

You should allow us to complete our internal investigation of your complaint before referring your concerns to FOS.