Complaints Policy

Our Commitment to You

At Insafehands, we’re dedicated to delivering high standards of care, compliance, and customer satisfaction. We welcome feedback from clients, partners, and stakeholders—because every voice matters and every experience counts.

We treat all complaints seriously and view them as an opportunity to listen, improve, and serve you better. Timely, fair, and courteous resolution is a core part of our service promise.

How to Raise a Complaint

If you’re unhappy with any aspect of our service, we aim to resolve issues promptly.

What Happens Next

• •We’ll acknowledge your complaint promptly in writing.
• •We’ll conduct a thorough and impartial investigation, requesting additional details if necessary.
• •A final response will be issued within 15 business days, outlining the outcome and any remedial actions taken.
• •In rare cases, a holding response may be provided—allowing up to 35 business days for a full resolution.
• •Upon receiving our final response, we kindly request written confirmation within 14 business days to indicate your satisfaction or next steps.

What If You’re Still Dissatisfied?

If you're not satisfied with our decision or proposed resolution, you may escalate your complaint to the Financial Ombudsman Service, provided it’s within six months of our final response.