Complaints Policy
1. Introduction
At Bonsai, we want to ensure that every customer has an excellent experience. However, if something goes wrong, we want to know about it so we can put things right and make improvements.
Our complaints process is designed to treat customers fairly, act transparently, and resolve issues quickly and effectively. This policy explains how you can make a complaint, what happens after you do, and what your rights are.
2. How to Make a Complaint
You can contact us in the following ways:
Email: complaints@bonsaiwealth.io
Post: Complaints Team, Bonsai Wealth Ltd, 7 Bell Yard, London, WC2A 2JR
In-App Chat: Available within the Bonsai app, Monday to Friday, 9am – 5:30pm.
When making a complaint, please include:
Your full name.
Contact details.
A clear description of the issue.
Relevant account details (if applicable).
How you would like us to resolve the complaint.
3. Our Complaints Process
We will acknowledge your complaint within 5 business days.
We aim to resolve all complaints within 3 business days wherever possible.
If your complaint requires further investigation, we will provide updates on our progress.
We will issue a final response within 8 weeks.
Our final response will set out:
The details of your complaint.
The outcome of our investigation.
Any offer of resolution (where appropriate).
4. Escalation (Future Ombudsman Rights)
If you are not satisfied with our response, or if 8 weeks pass without resolution, you will (once Bonsai is fully regulated) be able to refer your complaint to the Financial Ombudsman Service.
We will update this section once our authorisation is complete.
5. Vulnerable Customers
We understand that some customers may need extra support when making a complaint. Our team is trained to identify and assist vulnerable customers, ensuring they receive the help they need throughout the process.
6. Learning from Complaints
We record every complaint and regularly analyse trends to identify ways to improve our services, products, and customer communications. Complaints help us make Bonsai better.
7. Data Retention
We will retain a full record of your complaint and how it was handled for at least 3 years from the date your complaint is resolved.
8. Contact Details
For any questions about this policy, please contact:
Email: compliance@bonsaiwealth.io
This policy was last updated on 1 March 2025