1. IntroductionLOAT LIMITED is committed to providing a high level of service to our clients. We recognize that, occasionally, customers may have concerns or complaints. We take complaints seriously and aim to resolve them efficiently, fairly, and in accordance with regulatory requirements.
2. How to Make a ComplaintCustomers can submit complaints through the following channels:
   • Email:inf0@loattransfer.co.uk

3. Information to Include in a ComplaintTo help us address your complaint quickly, please provide the following details:

• Your full name and contact information
• A clear description of the issue
• Any relevant supporting documents or transaction details
• The outcome you are seeking

4. Acknowledgment of Complaint

• We will acknowledge receipt of your complaint within 5 business days.
• We will provide you with a unique reference number for tracking your complaint.

5. Investigation and Resolution

• We aim to investigate and resolve complaints within 15 business days.
• If a resolution is not possible within this timeframe, we will inform you of the delay, provide a reason, and outline the next steps.
• If the complaint involves a complex issue, we may extend the resolution period up to 35 business days, in line with regulatory guidelines.

6. Final Response

• Once our investigation is complete, we will send you a final response outlining:

• The outcome of the investigation
• Any actions taken or proposed solutions
• Your right to escalate the complaint if you are unsatisfied

7. Escalation ProcessIf you are not satisfied with our response, you may escalate your complaint to the Financial Ombudsman Service (FOS)or the relevant regulatory authority.

Financial Ombudsman Service (FOS) Contact Details:

• Website:financial-ombudsman.org.uk
• Phone:0800 023 4567
• Mail:The Financial Ombudsman Service, Exchange Tower, London, E14 9SR

8. Continuous ImprovementWe use complaints to improve our services and processes. All complaints are recorded and reviewed periodically to identify areas for improvement.
9. Contact UsFor any questions regarding this policy, please contact us at info@loattransfer.co.uk