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Complaints

Last Updated: 31/07/2017

How we deal with complaints

Providing a good service is important to Kashing. If you’re a Kashing user and would like to make a complaint about our services, please tell us soon so we can put it right and make improvements.

We will:

  • make it easy for you to tell us about a complaint

  • consider your suggestions about how we could put things right

  • do our best to make sure you’re satisfied with how we handle your complaint

How to tell us about your complaint

Write to us at wecare@kashing.co.uk and we’ll make sure to address it promptly. Please be sure to include your account and contact details so we can get back to you as soon as possible.

Alternatively we are a phone call away on:

Resolving complex complaints

If your complaint is particularly complex, it may take longer for us to reach an agreement with you. Once your complaint has been investigated, we will issue a final response. If we haven’t done this within eight weeks, we will write to you to explain why, and indicate when you can expect a final response.

If you are not happy with our response

You can ask the Financial Ombudsman Service to review your complaint. You need to do this within six months of our final response.

What is the Financial Ombudsman Service?

Is a free, independent and impartial service helps sort out complaints that financial businesses and their customers haven’t been able to resolve themselves.

You are eligible if your business has an annual turnover of less than two million Euros and fewer than ten employees.

There are some complaints that the Financial Ombudsman Service can’t look into. Contact them directly to find out more:

Financial Ombudsman Service, Exchange Tower, London E14 9SR
Call: 0800 023 4 567 or, from outside the UK +44 20 7964 1000
Visit: www.financial-ombudsman.org.uk