Complaints

INCE NEXUS GROUP LIMITED (“INCE NEXUS”) aims to provide a straightforward, professional and responsive service. If you feel we have not met the standards you expected, we want to hear from you so that we can understand what went wrong and, where appropriate, put it right.

How to Make a Complaint

If you wish to make a complaint, please contact us by email: info@incenexus.com

Please provide as much information as possible, including your name, business name, details of your complaint and any relevant information or correspondence.

Complaints are handled by the team at INCE NEXUS.

We do not currently accept complaints by post.

What Happens When You Complain?

We will acknowledge your complaint within 24 hours of receiving it and will review the matter carefully.

We aim to resolve complaints within 5 business days wherever possible. If we need additional information or more time to investigate the matter, we will keep you informed of the progress of your complaint.

Where a complaint cannot be resolved within 5 business days, we will continue to investigate it and provide a final response as soon as reasonably practicable, and in any event within 8 weeks of receiving the complaint.

Our response will explain the outcome of our investigation and, where appropriate, any action we have taken or intend to take.

Complaints Relating to Third-Party Providers

INCE NEXUS acts as an independent business consultancy and introducer. We introduce businesses to third-party payment providers, acquiring banks and commercial finance providers.

If your complaint relates to the service, decision, pricing, underwriting, funding, payment processing or other actions of a third-party provider, you may also need to raise your complaint directly with that provider. We will assist with this where appropriate.

INCE NEXUS does not make lending or underwriting decisions, provide regulated payment services, hold, receive, transfer or safeguard client funds, or control the policies and decisions of third-party providers.

External Review

If you remain dissatisfied following our final response, you may be able to refer your complaint to an appropriate external dispute resolution scheme or ombudsman, where one is available and applicable to the matter concerned.

Any rights you may have to pursue a complaint directly with the relevant payment provider, lender or other third party are unaffected by this procedure.

Our Commitment

We take complaints seriously and use feedback to help improve our service. We will handle complaints fairly, professionally and respectfully, and will seek to resolve matters as efficiently as possible.

INCE NEXUS GROUP LIMITED
Company No. 17141619
Email: info@incenexus.com