Complaints Policy

Should you have any complaints regarding our services, please email info@madfintech.com or write to us at 3 Shortlands, Hammersmith, London, England, W6 8DA. Examination of your complaint by us is free of charge.

To handle your complaint in the best possible way, please provide the following information:

• Your full name;
• Your address;
• A description of your complaint and expectations from us, including any action you have already taken to deal with the issue and data that served as a basis for the complaint or other documents which indicate why you reasonably believe that we violated your legal rights and interests while providing the services.

You will receive an acknowledgment of receiving your complaints within five (5) working days of receipt of the complaint). Business days are Mon-Fri, excluding holidays. Where in possible, MADFIN will resolve the complaint matter during this period.

Sometimes we must conduct an internal investigation and/or collect additional information, as it depends on the complexity of the submitted complaint, and the deadline for submitting a reply may also vary. However, we make every effort to provide an answer as soon as possible, by 15 (fifteen) business days for any complaint related to payment service. For any other complaints, we should resolve a complaint within 8 (eight) weeks.

If we cannot provide the final response to the payment service complaint within 15 (fifteen) business days, we will inform you about that by sending you a non-final response (holding response). This holding response will indicate the reason for the delay, a further indication of what is happening with the complaint, and the deadline when you can expect to receive our response, which could not exceed 35 (thirty-five) business days from receiving the complaint.

If we are unable to provide a final response for the actions indicated in your complaint within 35 business days, we will tell you the reasons for a still ongoing investigation or reasons for enabling to resolve a complaint and advice you with information on how you can further escalate your complaint if you are unsatisfied with how your complaint is handled.

Once we complete the investigation, we will provide you with a final written response and a summary outcome. Where appropriate, it may also include a final offer of appropriate redress. The answer will be marked clearly as the “final response”.

If you are not satisfied with the decision made by us, or we cannot resolve the complaint after contacting all parties, or our resolution is considered insufficient or inappropriate for you, you have the right to use other legal remedies to protect your rights and refer a matter to the Financial Ombudsman Service:

• Financial Ombudsman Service
• Exchange Tower, London, E14 9SR
• www.financial-ombudsman.org.uk
• 0300 123 9 123 or 0800 023 4 567

If you are a former, current, or potential employee, shareholder, or business partner and have any information about possible violations of legal acts or ethical standards in MADFIN please report it to us!

We are committed to dealing responsibly, openly, and professionally with our stakeholders' concerns about possible malpractice within MADFIN.

Please include your name and contact details (email, postal address, and/or phone number) in your report unless you wish to remain anonymous. In that case, please be aware that we will not be able to contact you, so please make sure that the report contains sufficient information to allow us to review it, including as much relevant detail as possible, including place, dates, involved persons, and other circumstances, etc. You can attach files, photographs, or sound clips if you wish.