Complaints
We are committed to treating customers fairly and addressing any concerns promptly and transparently. We value feedback and use it to improve our services.
Please contact us at complaints@kineticexchange.co.uk. Include your name, contact details, and a brief description of the issue.
We will acknowledge your complaint within one business day. We aim to provide a full response within 15 business days, or 35 business days where more time is required.
We record the complaint and outcome in our internal log and keep all complaint records securely for at least five years.
Our complaint process
Acknowledgment
We will acknowledge your complaint within one business day.
Review & Investigation
We will review the information provided, gather any relevant details, and assess what has happened.
Communication
We will keep you updated during our review and clearly explain our findings and any next steps or actions we propose.
Record keeping
We will record the complaint and outcome in our internal log and keep all records securely for at least five years.
Complaints relating to payment and e-money services
We work with regulated e-money and payment service providers to deliver the services available through your account. These partners have specific responsibilities around how complaints relating to their services are handled. We keep them informed of any complaints we receive and they oversee how we manage such complaints to ensure we meet regulatory expectations.
If you are not satisfied
If you are unhappy with our final response, or your complaint remains unresolved after eight weeks, you may be able to refer the matter to the Financial Ombudsman Service within six months.
Financial Ombudsman Service
+44 800 023 4567
Website
financial-ombudsman.org.ukFor EEA clients, please refer to KFiD: consumenten@kifid.nl / 070 - 333 8 999 / kifid.nl