1. How to make a complaint
You can complain by email, telephone or post. Mark written correspondence “Complaint” so it can be directed appropriately.
2. Information that will help us
Please provide your name and contact details, any relevant case reference, a clear description of your concern, important dates and the outcome you believe would resolve the matter. Do not send passwords or full banking credentials.
3. What happens next
We aim to acknowledge a complaint within three working days. A person with suitable authority will review the relevant records, speak with the people involved where necessary and consider the outcome you are seeking.
We aim to provide a substantive written response within 15 working days. If the matter is unusually complex or depends on information from another party, we will explain the reason for delay and provide an updated timeframe.
4. Our response
Our response will summarise the complaint, the information considered, our findings and any action we propose. This may include an explanation, corrective work, a process change or another proportionate remedy.
5. Concerns involving another provider
If your complaint concerns a solicitor, insolvency practitioner, financial institution or other independent provider, that organisation’s complaints process may apply. We will explain this when the responsibility does not sit with ProxeWave.
6. Privacy and records
Complaint information is handled in accordance with our Privacy Policy. Records are limited to people who need them to review, respond to or learn from the concern.
7. No restriction of rights
Using this procedure does not remove any legal or consumer rights available to you.