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How to Raise a Complaint

Last updated on Sep 30, 2025

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

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)

🧠 Important: You must contact the FOS within 6 months of the date on our Final Response Communication (FRC)