RULES
FOR HANDLING
COMPLAINTS

These Rules for handling complaints sets out the rights and obligations of customers when filing complaints, claims and other submissions with the company GEMBA FINANCE LTD, registered in United Kingdom of Great Britain under registration number: 11040011, with its legal address:
Level 39, One Canada Square, Canary Wharf, London, England, E14 5AB, who is the provider of services under the business name Gemba (“Gemba”, “We”, “Us” or “Our”).

1. COMPLAINT

1.1. If you are not satisfied with our services, please let us know and file a complaint with us. We accept complaints in English.

1.2. A submission of the following nature is not considered a complaint:

a) a suggestion by which a natural or legal person merely proposes a method of improving the Gemba’s activities;

b) an anonymous submission or a submission that does not comply with Clause 2.2.

2. FORM OF COMPLAINTS AND METHOD OF THEIR SUBMISSION

2.1. You may file a complaint in particular electronically to the e-mail address under Clause 5 with a message sent from the e-mail address used to register your account with Gemba.

2.2. In order to process the complaint as quickly as possible, it should contain:

a) who submitted the complaint – name and e-mail address of the Client;

b) what the complaint concerns – a description of the subject of the Complaint and reference to the service that caused your Complaint;

c) related documents if there are any.

3. RESPONDING TO COMPLAINTS

3.1. We will respond to complaints about our services within 15 business days of receiving the complaint, but if the complaint cannot be answered within the time limit due to circumstances beyond our control, the total complaint processing time may reach 35 working days after receipt of the complaint.

3.2. If the final decision does not fully meet your requirements and you are still unsatisfied with the outcome and you consider that the matter cannot be resolved satisfactorily you are in right to refer your Complaint to the Financial Ombudsman Service within six months of the date when we sent you the final response.

The Ombudsman can be contacted at the following address:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Telephone: 0800 023 4567 or 0300 123 9123

E-mail address: [email protected]

For further information visit the Financial Ombudsman Service website at:
www.financial-ombudsman.org.uk

3.3. Filing a Complaint does not affect the Client’s right to turn to a court.

4. PERSONAL DATA PROTECTION, REPRESENTATION OF THE COMPLAINANT

4.1. When handling Complaints, as well as other types of submissions, we ensures the protection of the complainant’s personal data, as well as the protection of the personal data of the employees against whom the Complaint may be directed. In this context, the Company and its employees comply with the legal principles of personal data protection laid down by the legal regulations governing the protection of personal data and the Company’s Privacy Policy, or any other internal regulations.

4.2. If the Complaint is made by a third party on behalf of the Client, a power of attorney granted by the Client for this purpose must be submitted together with the Complaint. This shall not apply if, in view of the related circumstances, it is accepted by the Company in good faith that the acting person is in an employment or similar relationship with the Client and entitled to file a Complaint on behalf of the Client. The deadline for handling the Complaint commences after the power of attorney has been presented. The power of attorney must have at least the following particulars:

a) identification of the principal – the Client;

b) identification of the agent – representative;

c) a clear specification of the purpose of the authorization and the scope of the authorization to act on behalf of the Client;

d) the signatures of the principal and the representative.

5. CONTACT DETAILS

You can submit your Complaint by sending us an e-mail: [email protected]

Gemba finance — RULES FOR HANDLING COMPLAINTS
V 2.0 | Effective from 05/10/2021