We value your feedback and are committed to addressing any concerns you may have. This guide explains how to raise a complaint, the steps we take to resolve it, and what to do if you’re not satisfied with our response.
How to raise a complaint
Option 1: Through the App
In-app chat: Within Profile > Support > Contact Support, after speaking with Kixy AI agent and letting them know you 'want to raise a complaint' tap on 'talk to a person' and a customer support agent will pick up your conversation
Our team will log your complaint and work to resolve the issue promptly
Option 2: By Email
Or, send an email to complaints@kixy.com detailing your issue
Next Steps
Quick Resolutions (Within 3 Days)
If we can resolve your complaint within 3 business days, we’ll send you a Summary Resolution Communication (SRC)
The SRC will explain the issue, how we resolved it, and any redress we may offer to put things right
Longer Resolutions (Over 3 Days)
If resolving your complaint takes longer than 3 days, we’ll update you on the next steps in the process
We aim to issue a Final Response Communication (FRC) within 8 weeks of receiving your complaint
The FRC will explain whether we’ve upheld your complaint and outline any redress offered
What if I’m unhappy with your response?
If you’re dissatisfied with our final response or if it’s been more than 8 weeks since you submitted your complaint, you can escalate it to the Financial Ombudsman Service (FOS)
Contacting the Financial Ombudsman Service (FOS):
By Post:
Financial Ombudsman Service
Exchange Tower
London, E14 9SR
By Phone:
0800 023 4567
Via Their Website:
🧠 Important: You must contact the FOS within 6 months of the date on our Final Response Communication (FRC)