Customer Care
Complaints Policy
If something has gone wrong, we want to hear about it. This policy explains how a subscribing firm, an authorised user, or a client of a firm using FINEST Planner can raise a concern, what we will do next, and how to escalate matters if they remain unresolved.
Who this policy is for
This complaints process is open to any subscribing firm of FINEST Planner, an authorised individual acting on behalf of that firm, or a client of a firm who believes they have been affected by the way the platform or our service has been delivered. It also applies to enquiries or demonstrations that have not yet become a subscription.
We treat every complaint seriously, whether it relates to software functionality, data access, billing, communication, or the conduct of our team.
How to raise a complaint
Please provide as much detail as you can: your name, the firm you represent (if any), what happened, when it happened, and what you would like us to do. The more information you give us, the faster we can investigate.
hello@finestplanner.com
Phone
01202 237 367
Post
Finest Planner LLPHarbro House, Crown Lane
Denbigh, LL16 3SY
Acknowledgement and resolution
Acknowledgement. We will acknowledge receipt of your complaint within 2 working days. The acknowledgement will confirm who is handling the matter and how you can contact them directly.
Investigation. We will look into the facts, review any relevant records, and speak to the people involved. If we need more information, we will ask promptly so the process is not delayed.
Target resolution. We aim to resolve straightforward complaints within 10 working days of receipt. Where a complaint is more complex, we will send a written update by day 10 explaining the position, the reason for the delay, and a revised target date for our final response.
Final response. Our final response will explain our findings, any action we have taken or propose to take, and what you can do if you remain dissatisfied.
Escalation if unresolved
If you are not satisfied with our final response, or if the matter remains unresolved after 8 weeks, you may escalate it. Escalations should be sent in writing to:
Sean Kiani, Managing Partner
Finest Planner LLP
Harbro House, Crown Lane, Denbigh, LL16 3SY
We will review escalated complaints independently of the original handler and respond within 10 working days. If you remain unhappy after that stage, you are free to seek independent legal or mediation advice. FINEST Planner is not a regulated financial adviser, so any dispute about regulated advice given by a subscribing firm should be raised with that firm or its professional body in the first instance.
Learning from complaints
We record every complaint to identify patterns, improve our service, and stop the same problem from happening again. Complaint data is held securely, kept only for as long as necessary, and handled in accordance with our privacy notice and UK data-protection law.