FounderCatalyst complaints policy and procedure
At FounderCatalyst, we’re committed to building great products and partnerships, and that means listening when things don’t go as expected. We genuinely value feedback and see complaints as an opportunity to learn, improve, and do better.
Our commitment
We promise to:
- Treat all complaints seriously, fairly, and respectfully
- Respond promptly and communicate clearly
- Aim for practical, reasonable resolutions
- Use feedback to continuously improve our services
What is a complaint?
A complaint is any expression of dissatisfaction about our products, services, communication, or processes - whether it’s something that went wrong, didn’t meet expectations, or could have been handled better.
How to submit a complaint
If you have a concern, please reach out to us with:
- Your name and contact details
- A description of the issue
- Any relevant dates, documents, or context
- What outcome you’re hoping for (if applicable)
You can submit complaints by emailing info@foundercatalyst.com, via a support ticket or via post to FounderCatalyst Ltd, 167-169 Portland Street, London, United Kingdom, W1W 5PF.
What happens next
Acknowledgement
We will acknowledge receipt of your complaint within 2 business days.
Review
Your complaint will be reviewed by the appropriate team member who was not directly responsible for the issue, where possible.
Response
We aim to provide a clear response or resolution within 10 business days. If more time is needed, we’ll keep you informed and explain why.
Resolution
We’ll work with you to reach a fair and reasonable outcome, which may include clarification, corrective action, or another appropriate solution.
If you are still not satisfied
If you’re unhappy with our response, you can ask for the complaint to be reviewed further. We’ll escalate it internally and take another look to ensure it’s been handled properly.
Continuous improvement
All complaints are logged and reviewed to help us improve our services, processes, and customer experience. Your feedback genuinely helps shape FounderCatalyst for the better.
