1. In the ANNA app: chat with Customer Support.
2. Email: support@anna.money
3. Post: Brunel House, 2 Fitzalan Road, Cardiff, Wales, CF24 0EB

If we resolve your complaint within 3 business days: we'll confirm in writing that we consider it resolved. We'll also explain what you can do if you're still unhappy, including referring it to the Financial Ombudsman Service.

If it takes longer: we'll provide you with a prompt written acknowledgement and keep you updated while we look into it.

Our final response: we aim to send you a full written final response within 15 business days of receiving your complaint. It will tell you:

• whether we uphold your complaint and why
• what we'll do to put things right, including any compensation and how we worked it out

In exceptional circumstances: sometimes something outside our control stops us from
replying within 15 business days. If that happens, we'll write to explain why and tell you when to expect our final response. This will be no later than 35 business days after we receive your complaint.

If you're still not happy

If you disagree with our final response, you can let us know. We're always happy to take another look, especially if you have new information.

You may also be able to refer your complaint to the Financial Ombudsman Service. This is a free, independent service. You can contact them:

• within 6 months of the date of our final response, or
• if we haven't sent a final response within 35 business days of receiving your complaint.

The Ombudsman can usually help individuals, sole traders, micro-enterprises, small
businesses, charities and trusts.

Learning from complaints

We record every complaint and regularly look for patterns, so we can fix what went wrong and stop it from happening again.