Complaints Procedures

The Linked Finance Customer Service Team is available during business hours to assist with any questions, queries, or feedback you may have about our services. We also monitor our email if you prefer to contact us outside of business hours. In circumstances where you find that our Customer Support team could not satisfactorily resolve your concern, we have in place formal complaint procedures as required by regulation. All complaints can be submitted free of charge and will be reviewed for admissibility upon receipt. A complaint will be considered as admissible when the following conditions are met:

• It relates to dissatisfaction with any actions taken by, or on behalf of, Linked Finance in the provision of its crowdfunding services.
• The actions may be considered unacceptable or to have negatively impacted the complainant.

Where a complaint does not meet the admissibility conditions, a clear explanation of the reasons for rejecting the complaint will be provided to the complainant.

To submit your complaint, please do so in English to our Customer Services Team by email (help@linkedfinance.com) using this form and including evidence as appropriate. Once received and confirmed as admissible, here’s what you can expect:

• Your complaint will be acknowledged as soon as practicably possible by our Customer Support Team and within 5 business days of receipt. At this point, you will be advised on specific details of the process and the expected timeframe for closure. In certain circumstances, it may be possible to resolve the complaint at this point.
• Complaints requiring further investigation and/or escalation to our Senior Management Team will be handled in a time-sensitive manner, and you will be kept duly informed of all progress. We may also request further information and/or clarification from you during the course of the investigation.
• Decisions will be communicated by way of a ‘final response email’ at which point the complaint will be deemed resolved by us.
• You may appeal the decision made by us, which will result in a re-investigation with final decisioning from our CEO.
• In the event you are still dissatisfied, you may lodge, in writing, a final appeal.
• Where you are not satisfied with the decision regarding the final appeal, Linked Finance will advise you of your options to pursue the complaint further.