Knowledge Base: FounderCatalyst complaints policy and procedure

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.