← Caspian

Complaints Procedure

Last updated: 12 March 2026

This page explains how to make a complaint about Caspian and what you can expect to happen next.

1. Our Commitment

We take all complaints seriously and are committed to resolving them fairly and promptly. If something has gone wrong, we want to know so we can put it right and improve the service for everyone.

2. How to Complain

If you have a complaint about the Services, please contact us at [email protected] and we will aim to resolve it as quickly as possible.

To help us investigate, please include:

3. Open Banking Complaints

If your complaint relates to Open Banking services (for example, connecting your bank account or accessing financial data), these services are provided by Finexer Ltd, which is authorised and regulated by the Financial Conduct Authority (FRN: 925695).

In such cases, your complaint may be handled or escalated via Finexer Ltd in line with their regulatory obligations.

4. What Happens Next

We will acknowledge your complaint within 5 business days of receiving it. We will then investigate and aim to provide a full response and resolution within 8 weeks. If our investigation takes longer, we will keep you informed of progress.

5. If You Are Not Satisfied

If you are not satisfied with the outcome of your complaint, you may be eligible to refer it to the Financial Ombudsman Service (FOS). Further information is available at www.financial-ombudsman.org.uk.

You must complain to us first and allow us 8 weeks to resolve the matter before contacting the FOS. You can reach the Financial Ombudsman Service at:

6. Data Protection Complaints

If your complaint relates to how we handle your personal data, you have the right to lodge a complaint with the Information Commissioner's Office (ICO), the UK's independent data protection regulator. You can find out more at ico.org.uk.

7. Contact

Double AI Limited
Company number: 16887230
Email: [email protected]

TermsPrivacyOpen BankingCookiesComplaints