Complaints and client care.

1. Which business handles the concern?

Finanze Strategy Ltd, trading as Finanze Legacy, handles complaints about this website, our communications, recording an enquiry, the permission process and an introduction we make. RC LegacyWise Ltd is a separate company. It is responsible for complaints about the estate planning services it provides under its own engagement and complaints arrangements. If the issue touches both businesses, tell us and we will identify which parts we can investigate and which need to go to the provider.

2. How to contact us.

Use Email us with “Complaint – Finanze Legacy” in the subject, or write to Finanze Strategy Ltd, 124 City Road, London, EC1V 2NX. Please provide your name, preferred contact route, what happened, relevant dates and the outcome you seek. There is no charge to raise a complaint, and someone authorised to act for you may contact us.

Do not send original wills, identity documents or unnecessary sensitive information in a first message. If we need evidence, we will arrange an appropriate way to receive it.

3. What happens next?

1. We acknowledge the concern. We will confirm what we understand the issue to be and tell you who is handling it.
2. We review the record. We check the enquiry, permission evidence, messages and any handoff that took place. We may ask you for clarification.
3. We reply in writing. We explain our findings, any action we will take and any appropriate route for further review. If the investigation takes longer, we will keep you updated.

Raising a complaint will not change your right to make a privacy request or pursue other rights available to you. We keep a proportionate record of the complaint and outcome.

4. Concerns about the specialist’s work.

If you have engaged RC LegacyWise Ltd, its agreement should explain its service, professional status, charges and complaint route. Please use that route for questions about advice, legal documents, service delivery or its invoices. We can help identify the appropriate contact, but we cannot decide a complaint about another company’s professional work.

We do not describe an estate planning introduction as covered by a particular ombudsman or regulator unless that route has been confirmed for the service concerned. Any applicable external escalation route should be explained in the relevant company’s response or engagement terms.

5. Personal information concerns.

For data access, correction, deletion or a concern about sharing, see our Privacy policy or email the address above with “Privacy” in the subject. You also have the right to complain to the Information Commissioner’s Office about data protection.

If you raise a data protection complaint with us, we will acknowledge it within 30 days of receipt, investigate it appropriately and without undue delay, and explain the outcome and any action taken. We will keep you informed about progress. You may also complain to the Information Commissioner’s Office.