At Enthuse, we are committed to providing exceptional service to all our customers and their end users, and ensuring regulatory compliance.
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This Complaints Policy overview outlines the procedures and principles that govern our approach to handling complaints from our valued customers.
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Handling complaints effectively is crucial to maintaining customer satisfaction and trust in our services. This policy applies to all employees and stakeholders involved in the complaint resolution process.
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We value your feedback and want to ensure any issues or concerns are addressed promptly and fairly.

Email Us
​Send an email to our complaints team by clicking here.
Please ensure you include details of the complaint, any relevant supporting information (e.g., transaction IDs), and your contact information.

Once we have received your complaint, a member of our team will guide you through the next steps.

Acknowledgment
​We’ll confirm we’ve received your complaint and share details on how we plan to proceed.
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Investigation & Updates
​We’ll look into the issue thoroughly, consulting the relevant teams.

Resolution
​Once we’ve completed our investigation, we’ll get back to you with our findings and any proposed remedies. Our goal is to resolve your concern as quickly as possible.

We understand frustrations can arise, and we’re here to help. We believe open communication and mutual respect are key to a positive resolution, so we kindly ask that you treat our staff with courtesy and help maintain a constructive dialogue throughout the process.

If you have made a complaint to Enthuse and are not satisfied with the response received, you can refer your complaint to the Financial Ombudsman Service free of charge within 6 months of our final response to your complaint.
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You can find further information on referring your complaint to the Financial Ombudsman Service by clicking here.

You can read our full and complete Complaints Policy by clicking here