Last updated: [Month 2026 — fill]
We want every FlinxLayer customer to be happy with their service. When something goes wrong, we want to put it right quickly and fairly. This Code of Practice explains how to complain to FlinxLayer LLC, what we will do, and how to take things further if you are still not satisfied.
1. Our commitment
We aim to resolve complaints at the first point of contact wherever we can. We will treat you with respect, keep you informed, and look for a fair outcome. Raising a complaint will never affect the quality of service you receive from us.
2. How to complain
You can reach us in whichever way suits you best:
- By email: support@flinxlayer.com — please put "Complaint" in the subject line; our team can often resolve issues straight away.
- In the app: message our support team directly from the FlinxLayer app.
- By post: Customer Relations, 110 16th Street, Suite 1460, Denver, CO 80202, USA.
3. What to include
To help us resolve things quickly, please tell us:
- Your name and account number.
- A clear description of the problem and when it started.
- What has happened so far, including any reference numbers from previous contact.
- What you would like us to do to put it right.
4. Our process and timescales
When you raise a complaint we will:
- Acknowledge it within [X — fill] working days, with a reference so you can track it.
- Investigate it fairly, gathering the facts and keeping you updated on progress.
- Resolve it within [Y — fill] working days where we can. If it is more complex and will take longer, we will tell you why and give you a revised timescale.
5. Internal escalation
If you are not happy with the response from our support team, ask for your complaint to be escalated. A manager in our Customer Relations team will review it independently of the original handler and respond to you directly. We will always confirm in writing when we consider a complaint resolved.
6. If you are still not satisfied
If we have been unable to resolve your complaint, or eight weeks have passed since you first raised it, you can refer it to an independent alternative dispute resolution (ADR) / ombudsman scheme at no cost to you. The scheme will look at your case impartially and can make a binding decision on us.
The relevant scheme is [ADR / ombudsman scheme name — fill], which you can contact at [scheme contact details — fill]. We will provide a "deadlock" letter on request so you can take your complaint to them directly.
7. Vulnerable customers
We are committed to supporting customers in vulnerable circumstances — for example due to age, disability, health, bereavement or financial difficulty. If this applies to you or someone you are helping, please tell us, and we will adapt how we handle your complaint, allow more time where needed, and offer additional support.
8. Accessibility
We want our complaints process to be easy for everyone to use. We can communicate in alternative formats, accept complaints from a nominated representative with your permission, and make reasonable adjustments to support you. Just let us know what would help.
9. Contact
For anything in this Code of Practice, contact us by email at support@flinxlayer.com or by post to 110 16th Street, Suite 1460, Denver, CO 80202, USA.