Purpose and Objective

Rizq Customer Complaints Policy (the “Policy”) is based on the Financial Conduct Authority’s (“FCA”) Dispute Resolution (“DISP”) rules. Every organisation is susceptible in making mistakes or failing to meet a customer’s expectations. The purpose of this policy is to provide Rizq customer’s with the opportunity to raise a complaint in the event that something has gone wrong.

Any Rizq customer who expresses dissatisfaction with the firm’s products and/or services is treated in a fair and transparent manner and their complaint is acknowledged, handled impartially and investigated thoroughly.

Rizq ensures that all customer complaints, either written or verbal, are handled in a consistent and regulated manner. Rizq will ensure all complaints are fully investigated and an appropriate decision is made taking into account all relevant information.

In addition, Rizq are committed in delivering a fair, open and clear process for complaints and are dedicated in providing a satisfactory outcome for all customers who wish to raise a complaint. We provide thorough staff training in our internal complaint handling procedures and also support staff in how to handle complaints whether face-to-face, written or telephone.

This policy is designed to provide a positive response to complaints received, and to ensure Rizq are open about the improvements we implement as a result of any concerns or issues raised by our customers.

What is a Complaint

The FCA’s Dispute Resolution Rule defines a complaint as:

“Any expression of dissatisfaction, whether oral or written, and whether justified or not, from or on behalf of an eligible complainant about the firms’ provision of, or failure to provide, a financial service”

How to Complain 

Rizq considers any complaint seriously, if a customer is dissatisfied in any way with a product or service offered by Rizq, please, get in touch right away and let them know about your concerns.

There are several ways you can let us know of your complaint:-

By E-mail: You can e-mail your complaint directly to: [email protected]

By Post: You can write to us at: Rizq Money Ltd, Floor 2, 30 Churchill Place, WeWork, London, E14 5RE

Via our Website: getrizq.co

In order for us to resolve your complaint as quickly as possible, please include the following information in your e-mail or letter:

  • Your account details;
  • As much information about the complaint that you feel able to give; and
  • Whether there are any actions that you would like us to take to resolve your complaint

Claims Management Company (CMC) 

If you decide to use a claim handler you should carefully consider whether to pay an upfront fee before your complaint is submitted as there is no guarantee it will be successful and you could be left out of pocket. 

How we manage your complaint 

Following receipt of a complaint, we will endeavour to respond to the complainant as soon as possible. A nominated individual within Rizq will be responsible for ensuring that your complaint is recorded and handled promptly.

In circumstances where an immediate and final response is not possible, we will endeavour to issue a reply within three working days. If a final response cannot be issued within three working days or the complaint cannot be resolved fully, the Bank will provide you with an acknowledgement letter indicating when a full response will be provided. The Bank will aim to issue you with a final response letter within 35 working days from when the complaint was received. 

Financial Ombudsman Service (FOS)

If you are unhappy with our final decision you can contact the FOS, which is an independent expert in settling complaints between consumers and financial services providers. They will not charge you to review your complaint.

If you decide to refer your complaint to the FOS, then you must do so within six months from the date of our final response.

Web: www.financial-ombudsman.org.uk

Email: [email protected]

Phone: 0300 123 9 123 or 0800 023 4 567

Post: Financial Ombudsman Service, Harbour Exchange Square, Isle of Dogs, London E14 9SR

Complaints Contact 

For the purpose of inclusion in the public record maintained by the FCA, the Bank is required to provide the details for a single contact point in regards to complaints handling.

Rizq has nominated Miss Mel Turkay to be the Complaints Officer and she is the complainants’ point of contact.

  • The role of the nominated Officer is to review these procedures annually, earlier if either Rizq’s complaint policy or procedure needs to be updated to take account of relevant regulatory changes as they are introduced.