Complaints Procedure
File a Formal Complaint
Financely takes documented, good-faith complaints seriously. Use this page to identify the service or transaction concerned, explain what happened, provide supporting evidence and state the resolution you are requesting.
Clear facts, dates, correspondence and transaction references help us assess a complaint efficiently and fairly.
We aim to provide a substantive response within 15 working days after receiving a complete complaint. This is a service target and is not a guaranteed deadline.
Complex matters may require additional time, particularly where a complaint involves multiple entities, archived correspondence, external counterparties, compliance review, transaction tracing or legal advice. Where practical, we will provide an update if more time is required.
This form is not an emergency service. If there is an immediate threat to life, safety, property or financial security, contact the appropriate police, bank, regulator or emergency service directly.
What a Complete Complaint Should Contain
Identify the Matter
Provide the relevant company, transaction, agreement, invoice, payment or mandate reference.
Provide a Chronology
Explain what happened in date order and identify the people or entities involved.
Attach Evidence
Include relevant agreements, invoices, correspondence, screenshots and payment confirmations.
State the Alleged Failure
Identify the contractual term, representation, action or service standard you believe was breached.
Describe Previous Steps
Explain who you contacted, when you contacted them and what response was provided.
Request a Resolution
State the specific, proportionate outcome you want Financely to consider.
Matters We Can Assess
Service Delivery
Alleged failure to provide a contracted deliverable or follow an agreed process.
Fees and Invoices
Questions concerning an invoice, payment allocation, fee calculation or agreed commercial term.
Communication
Material communication failures, inaccurate information or inappropriate professional conduct.
Privacy and Confidentiality
Concerns regarding the handling of confidential information or personal data.
Compliance Concerns
Good-faith concerns involving KYC, AML, sanctions, conflicts or transaction integrity.
Third-Party Coordination
Concerns about how Financely coordinated with a lender, adviser, contractor or other transaction participant.
Conduct, Evidence and Abuse Policy
Legitimate criticism and good-faith complaints are welcome. Abuse, intimidation and deliberate misuse of the complaints process are not.
We may restrict communications, close a submission without a substantive response, preserve evidence or refer a matter to counsel, platform providers, financial institutions or competent authorities where a submission contains any of the following:
- Threats of violence, physical harm, stalking or damage to property.
- Harassment, repeated abusive contact, obscene messages, discriminatory abuse or targeted intimidation.
- Extortion, blackmail or payment demands tied to threats of reputational damage or fabricated allegations.
- Knowingly false statements, invented events, altered documents, fabricated screenshots or concealed facts.
- Impersonation, identity misuse or submission without authority on behalf of another party.
- Malware, executable files, malicious links or files intended to compromise systems or recipients.
- Contact bombing, automated submissions, duplicate campaigns or repeated submissions without new evidence.
- Publication of private addresses, personal contact details, identification documents or unrelated personal information.
- Allegations presented as fact without an identifiable event, date, transaction, communication or supporting evidence.
- Attempts to bypass payment obligations, compliance checks, KYC, sanctions review or agreed dispute procedures.
Good-faith reporting is protected. Nothing on this page prevents anyone from making an honest complaint, obtaining legal advice, preserving evidence or reporting suspected wrongdoing to a court, regulator, police force or other competent authority.
Important Distinctions
A transaction being declined, delayed or unsuccessful does not by itself establish misconduct. Financely is not a bank and cannot guarantee lender approval, issuance, funding, closing or third-party performance.
A request for additional documentation, KYC information, transaction evidence, sponsor equity, collateral, lender fees or an adjusted budget is not by itself evidence of wrongdoing.
A complaint does not automatically suspend invoices, contractual deadlines, limitation periods, compliance obligations or dispute procedures. Obtain independent legal advice where necessary.
Formal Complaint Form
Complete every relevant field. Complaints that do not identify a factual basis, relevant transaction or requested resolution may be returned for clarification or closed as insufficiently particularised.
Privacy and disclosure: complaint information may be reviewed by relevant Financely personnel, affiliated service entities, professional advisers and counterparties where reasonably necessary to investigate the matter, establish facts, protect legal rights or comply with law.
Submission does not constitute acceptance of liability, waiver of contractual rights or agreement with any allegation. Financely reserves all rights and remedies.
This page is for formal complaints. Existing clients may continue routine case communication through the client portal.
