If you have a concern, we want to hear from you so we can address it and make things right
Let us know about the issue
To do this, you can talk to a member of the Customer Support team within the app. The team member will log your complaint and try to help resolve the issue.
You can also raise a complaint via email at support@kixy.com
Next Steps
Here at Kixy, we try and solve complaints within 3 days. If we can resolve the complaints within that time frame, you will be issued a Summary Resolution Communication (SRC) explaining what happened and how we solved your issue. We may also offer redress if we think that will put the issue right.
What happens if it can't be solved within 3 days?
If it will take longer than 3 days to solve your complaint, we will update you on the next stage of the complaints process.
We’ll always try and investigate complaints as quickly as possible however please be aware that we have up to 8 weeks to issue you a Final Response Communication (FRC)
In our final response, we will let you know whether your complaint has been upheld or not. We may also offer redress if we think that will put the issue right.
What if I’m unhappy with your response?
If you're not happy with our final response, or if it’s been more than 8 weeks since you complained to us, you can ask the Financial Ombudsman Service (FOS) to investigate the complaint on your behalf. This is free of charge but you have to do this within 6 months of the date of our final response.
How to contact the Financial Ombudsman Service:
By Post:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Phone: 0800 023 4567
For more information please see the Financial Ombudsman Service's standard explanatory leaflet. If you wish to receive a hard copy of this leaflet, please contact them at 03001239123.