Introduction

Prosper Savings Limited (the “Firm”) is a company registered in England and Wales with company number 11923629. The Firm is authorised and regulated by the Financial Conduct Authority, registration number 991710.

Providing a high standard of customer service is a priority to us. We welcome all feedback on our services at all times. If you are dissatisfied with the services we provide, please allow us a chance to remedy this. We accept, investigate, and review all complaints received.

We have implemented effective, fair, and transparent procedures for the handling of customer complaints. These procedures are in line with the rules and guidelines set by the Financial Conduct Authority.

Should you have any concern or issue, in respect of any of the services offered by us, your first action should be to submit a complaint to the Firm by sending an email to [email protected].

The complaints handling procedure below sets out the process for the submission of complaints by customers and our policy for handling such complaints.

What is a ‘complaint’?

The Firm defines a complaint as being:

any oral or written expression of dissatisfaction, whether justified or not, from, or on behalf of, a person about the provision of, or failure to provide, a financial service, claims management service or a redress determination, which:
1. alleges that the complainant has suffered (or may suffer) financial loss, material distress or material inconvenience; and
2. relates to an activity of that respondent, or of any other respondent with whom that respondent has some connection in marketing or providing financial services or products or claims management services, which comes under the jurisdiction of the Financial Ombudsman Service.
any oral or written expression of dissatisfaction, whether justified or not, from, or on behalf of, a person about the provision of, or failure to provide, a financial service, claims management service or a redress determination, which alleges that the complainant has suffered (or may suffer) financial loss, material distress or material inconvenience.

How do you make a complaint?

Complaints should be submitted via email to [email protected].

To ensure the Firm can respond as quickly as possible, please include the following information in your email:

The date on which the issue arose;
The affected transaction numbers, if applicable; and
A clear description of the issue.

If needed, we may contact you directly in order to obtain further clarifications and/or information regarding the complaint.

Procedure for handling complaints