Complaints Policy

This policy sets out how The Gap Project Ltd identifies, records, and handles complaints in relation to its regulated introducing activities as an Introducer Appointed Representative (Financial Services Register No. 1051374) of Phoenix Financial Consultants Limited (“Phoenix”), the principal firm.

Phoenix is a credit broker, not a lender, and is authorised and regulated by the Financial Conduct Authority (FRN: 539195).

This policy applies to all complaints received from retail customers relating to:

• Introducing activities
• The product or services provided by Phoenix

The definition of a complaint is as follows, in accordance with the FCA Handbook:

Any oral or written expression of dissatisfaction, whether justified or not, from, or on behalf of, a person about the provision of, or failure to provide, a financial service or a redress determination, which:

(a) alleges that the complainant has suffered (or may suffer) financial loss, material distress or material inconvenience; and

(b) relates to an activity of that firm, or of any other firm with whom that firm has some connection in marketing or providing financial services or products, which comes under the jurisdiction of the Financial Ombudsman Service.

Upon receipt of a complaint, The Gap Project Ltd promptly forwards complaints to Phoenix. The Gap Project Ltd will cooperate with Phoenix in investigating and resolving complaints.

The Gap Project Ltd maintains adequate records of complaints and provides information to Phoenix as required for FCA reporting and oversight.

Relevant staff receive appropriate training on recognising a complaint and the complaint forwarding process.

This policy is reviewed at least annually.