Complaints Procedure

1. Our commitment

Mando Network is committed to handling complaints fairly, consistently and promptly. We treat every complaint as an opportunity to put things right for you and to learn how to prevent the same issue happening again. Our complaints process is designed to meet the requirements of the FCA Dispute Resolution Sourcebook, known as DISP, which is the handbook chapter that governs how UK financial-services firms must handle complaints.

2. How to make a complaint

You can complain to us through any of the following channels:

• Email — complaints@mando.network — the fastest way to reach our complaints team.
• In-app contact form — dashboard → Help & support → "Raise a complaint".
• Post — Complaints Team, Mando Network Limited, at our registered office address published on the Contact page.
• Telephone — through the support number published on our Contact page during published opening hours.

To help us investigate as quickly as possible, please include: your full name; your Mando Account email; a clear description of what went wrong; the dates of any transactions or communications involved; how you would like us to put things right; and any supporting documents or screenshots.

3. Our timetable

Under DISP 1.6, we will:

• Acknowledge your complaint promptly — in practice within one Business Day of receipt, by email.
• Investigate thoroughly — a named complaints handler will review your case end-to-end, consult internal records and any relevant staff, and reach a reasoned conclusion.
• Send a final response within 15 Business Days for complaints relating to payment services that fall within Part 7 of the PSRs 2017, and within 8 weeks for all other complaints.
• If we need more time (for complex cases), we will write to you before the deadline explaining why, when we expect to reply, and your right to refer to the Financial Ombudsman Service.

The final response letter will clearly state whether we accept the complaint, whether we offer redress, and that you have the right to refer the case to the Financial Ombudsman Service if you remain dissatisfied.

4. Your right to the Financial Ombudsman Service

If you are not satisfied with our final response, or if we fail to provide a final response within the applicable deadline, you have the right to refer your complaint to the Financial Ombudsman Service free of charge. You must usually refer the complaint to the Ombudsman within six months of the date of our final response.

The Financial Ombudsman Service is an independent UK statutory service that settles disputes between consumers and financial-services firms. It is free to use and its decisions are binding on the firm if you accept them.

• Website — financial-ombudsman.org.uk
• Telephone — 0800 023 4567 (free from most landlines and mobiles) or 0300 123 9123
• Post — Financial Ombudsman Service, Exchange Tower, London E14 9SR
• Email — complaint.info@financial-ombudsman.org.uk

5. Eligibility

Most consumers and micro-enterprises (businesses with annual turnover under £2 million and fewer than 10 employees) are eligible to use the Financial Ombudsman Service. Larger businesses and charities with annual turnover or income up to £6.5 million and certain trusts may also be eligible under the extended eligibility rules in DISP 2.7. If you are unsure, the Ombudsman will tell you whether your complaint falls within its jurisdiction.

6. Root-cause analysis and learning

Every complaint is fed back into our quality-management cycle. We track complaints by category and root cause, report trends to senior management monthly, and feed recurring issues into product and process improvements. Our MLRO and Compliance function review complaint patterns for any indicator of wider systemic issues, and we escalate to the FCA any significant control failures under the firm's regulatory reporting obligations.

7. Vulnerable customers

We recognise that some complainants may be in vulnerable circumstances — for example, those dealing with bereavement, serious illness, financial difficulty, cognitive impairment, or domestic abuse. In line with the FCA Consumer Duty and the Finalised Guidance on the fair treatment of vulnerable customers (FG21/1), we will take your circumstances into account in how we communicate with you, the level of support we offer, and the reasonableness of any resolution.

8. Complaints data

As an FCA-authorised firm we publish complaints data in aggregate form twice a year in accordance with DISP 1.10A.

9. Contact

Complaints team: complaints@mando.network
Head of Compliance: compliance@mando.network