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Complaints Policy

Last updated 5/11/2026

1. Purpose

Earnly Ltd (“Earnly*”) is committed to delivering a high-quality service. This Complaints Policy sets out our commitment to handling complaints fairly, consistently, and promptly, ensuring that customer concerns are addressed effectively and used to improve our product and service.

2. Scope

This policy applies to:

  • All customers using the Earnly platform

  • Complaints related to:

  • Product functionality

  • Tax calculations and insights

  • Customer service

  • Data handling or account issues

3. Definition of a Complaint

A complaint is defined as:

Any expression of dissatisfaction, whether oral or written, regarding Earnly’s product, service, or conduct.

4. Principles

Earnly will ensure that all complaints are handled:

  • Promptly – acknowledged and addressed without delay

  • Fairly – assessed objectively and consistently

  • Transparently – clear communication throughout

  • Confidentially – handled in line with data protection requirements

  • Constructively – used to improve systems and processes

5. Responsibilities

  • Complaints Owner: Responsible for oversight and resolution (typically Founder or Ops Lead)

  • Support Team: First point of contact for complaints

  • Engineering/Product: Supports investigation where required

6. Accessibility

Customers can submit complaints via:

Earnly ensures the process is simple and accessible to all users.

7. Regulatory Alignment

Where applicable, Earnly aligns its complaint handling approach with guidance from the Financial Conduct Authority, including principles of fair customer treatment.

8. Record Keeping

Earnly maintains a record of all complaints, including:

  • Date received

  • Nature of complaint

  • Actions taken

  • Outcome

This supports internal review and regulatory accountability.

9. Continuous Improvement

Complaint trends are reviewed periodically to:

  • Identify recurring issues

  • Improve product functionality

  • Enhance customer experience

10. Policy Review

This policy is reviewed:

  • Annually

  • Following significant changes to the platform or regulatory requirements

11. Contact

For complaints or questions regarding this policy:

Email: support@earnl.co.uk

Company: Earnly Ltd