Mode acknowledges the right of a customer to complain. Positive and negative feedback matters to us and all complaints follow the FCA’s DISP rules.
This policy tells our customers (you) and our staff (us) what we will do and what options are open when we receive an expression of dissatisfaction.
What is a “Complaint”?
Complaints are defined as any oral or written expression of dissatisfaction, whether justified or not, made to an organisation, related to its products or services, or the complaints-handling process itself, where a response or resolution is explicitly or implicitly expected.
What We Do and What You Can Expect
How to raise a complaint
If you have a complaint, the best way to contact us is via the in-app chat. Alternatively, you can contact the Complaints team via firstname.lastname@example.org.
Financial Ombudsman Support
If you are unsatisfied with your complaint resolution you can contact the Ombudsman and we’ve linked their information here for you.