Customer Policy

1. Our Commitment to You

We are committed to treating every customer fairly and providing a high standard of service. As an appointed agent of Finexer, an FCA-authorised Account Information Service Provider, we operate in accordance with the Financial Conduct Authority's Consumer Duty principles.

This means:

• Products and services designed for you — Plutus Finance is designed to meet the genuine financial management needs of our users. We do not offer products or features that are unnecessarily complex or likely to cause harm.
• Fair value — Our pricing is transparent and clearly communicated before you subscribe. There are no hidden fees. You can cancel your subscription at any time.
• Clear communication — We explain things in plain language. Our terms, privacy policy, and this policy are written to be understood, not to obscure. If something isn't clear, we want to know.
• Good support — When you need help or something goes wrong, we aim to resolve it quickly and fairly.
• No barriers — You can export your data, disconnect your bank accounts, or delete your account at any time without unnecessary obstacles.
• Vulnerable customers — We are mindful that some customers may be in vulnerable circumstances. We aim to ensure our service is accessible and that no customer is disadvantaged.

2. How to Raise a Concern or Complaint

If you are unhappy with any aspect of our service, we want to hear from you. You can contact us at:

Please include a clear description of your concern, along with any relevant details such as your account email address and the dates of any issues.

What happens next

• Acknowledgement — We will acknowledge your complaint within 3 working days.
• Investigation — We will investigate your complaint thoroughly and fairly, considering all relevant information.
• Resolution — We aim to resolve all complaints within 15 working days. If your complaint is more complex and requires additional time, we will keep you informed of progress and provide a final response within 8 weeks.
• Final response — You will receive a clear written explanation of the outcome, including any actions we have taken or propose to take.

3. If You Are Not Satisfied

If you are not satisfied with our final response, or if 8 weeks have passed since you first raised your complaint, you may have the right to refer your complaint to an independent body:

For complaints related to the open banking service

If your complaint relates to bank account connections and data (the open banking service), you may refer it to:

The Financial Ombudsman Service is a free, independent service for resolving disputes between consumers and financial businesses. You must refer your complaint to the FOS within 6 months of receiving our final response.

For complaints related to how we handle your personal data

4. Recording and Learning

We record all complaints and their outcomes. We review complaints regularly to identify patterns and improve our service. Complaint records are retained in accordance with our data retention policy.