Complaints procedure
If something has gone wrong, we want to hear about it, in writing, through a process you can follow. This page explains how to make a complaint to Bryzenta, how we handle it, how long each stage takes and what you can do if you are not satisfied with the answer.
1. Introduction and our commitment
This document exists so that every client knows exactly how a complaint is raised, tracked and resolved at Bryzenta. We treat complaints as free lessons: each one is read by a person, logged in a register reviewed by management, and answered in writing. Our commitment is straightforward: complaints are handled transparently, confidentially, objectively and within the timelines stated below, and raising one never affects the service you receive.
2. The process, step by step
Step one: send it in. Write to [email protected] with the word Complaint in the subject line. Describe what happened, when, and what you would like us to do about it.
Step two: acknowledgement. We confirm receipt within one business day and give you the name of the person handling your case, so you always know who to reply to.
Step three: investigation. The handler gathers the records: account history, transaction logs, correspondence and anything else relevant, and may come back to you with clarifying questions.
Step four: the written answer. You receive a full reply setting out what we found, our conclusion and, where the complaint is upheld, what we will do to put it right.
Step five: if you remain unsatisfied. The reply explains how to ask for a review by a senior manager who was not involved in the first decision, and how to escalate beyond Bryzenta if that review still does not satisfy you.
3. What to include, and what not to send
Help us help you by including your full name, the email address on your account, relevant dates and amounts, and a clear description of events in your own words. Please do not send full payment card numbers, passwords, one-time codes or the images of documents that are not needed for the specific complaint. If we need a document, we will ask for it precisely.
4. Timelines
Acknowledgement is sent within one business day. Most complaints are fully answered within five business days. Where a case is genuinely complex, we write to you before that deadline passes, explain what is still being investigated and when you will next hear from us, and continue updating you at least every five business days until closure. These timelines apply on working days during Monday to Friday, 9:00–17:30 GMT/BST (excluding public holidays).
5. Escalation and external dispute resolution
If the internal process does not resolve the matter, a complaint that cannot be resolved directly may be escalated by clients through recognised UK dispute-resolution channels, including the Financial Ombudsman Service, in line with the framework described on our Licensing and regulation page. The written answer to your complaint will state plainly whether and how that route applies to your case.
6. Our commitments to you
One: transparency, meaning you are told what we found, not just the conclusion. Two: confidentiality, meaning your complaint is seen only by those who need to see it. Three: objectivity, meaning the person deciding was not involved in what you are complaining about. Four: communication, meaning named contacts, honest timelines and no silence. Five: no detriment, meaning the service you receive does not change because you complained. Six: learning, meaning recurring themes reach the people who can fix the cause, not just the symptom.
7. Contact details
Complaints and questions about the procedure go to [email protected], handled by the Client Support & Compliance team, Monday to Friday, 9:00–17:30 GMT/BST (excluding public holidays), with a typical first reply usually under one business hour. Written complaints can also be posted to One St Peter's Square, Manchester M2 3DE, United Kingdom.
8. What happens after closure
When a complaint closes, the record of what was alleged, found and decided is retained in the complaints register. If the complaint was upheld, the fix is verified rather than assumed, and the theme is reported into the management review so the same failure becomes less likely for the next client. You are welcome to ask, at any time, for the current status of anything you have raised.