Complaint Policy and Procedure
Purpose
Kmbal Ltd. is committed to providing high-quality services and maintaining high standards of professionalism. However, we recognize that there may be occasions when customers feel dissatisfied with our service. This policy sets out the procedure for customers to make complaints, and outlines how we handle and resolve complaints in line with the regulatory requirements of the Financial Conduct Authority (FCA) for Small Payment Institutions (SPI).
Scope
This policy applies to all complaints raised by customers of Kmbal Ltd. regarding our money remittance services. It covers any concerns relating to service delivery, account handling, remittance transactions, and general customer experience.
Policy
Kmbal Ltd. aims to resolve complaints in a fair, transparent, and timely manner. We encourage customers to provide feedback and raise any concerns to help us improve our services. We are committed to investigating complaints diligently, respectfully, and efficiently to reach a satisfactory resolution.
Complaint Procedure
Step 1: Making a Complaint
- How to Submit a Complaint
Customers may submit complaints in any of the following ways:
– Email: complaints@kmbal.com
– Phone: +44 121 3680 402
– Post: Kmbal Ltd, Complaints Department, 107 Saltmarket, Glasgow, G1 5LF, United Kingdom
- Information Required
To help us process complaints effectively, please provide:
– Full name and contact information
– Description of the issue and relevant transaction details (if applicable)
– Preferred resolution, if applicable
Step 2: Acknowledgment of Complaint
– Kmbal Ltd. will acknowledge all complaints within 5 business days of receipt, confirming that the complaint has been received and is under review.
– This acknowledgment will provide an estimated timeframe for resolution and contact information for further updates.
Step 3: Investigation and Resolution
- Initial Review
Complaints will be reviewed by a member of our Customer Service team. They may reach out to gather further details or request additional documentation if necessary.
- Resolution Timeframe
– We aim to resolve complaints within 15 business days. If additional time is required, we will notify the complainant and provide an update on the progress and expected resolution timeframe.
- Final Response
– Kmbal Ltd. will issue a final response detailing the outcome of the investigation, steps taken to address the complaint, and any further action if required.
Step 4: Escalation Options
- Escalation to the Financial Ombudsman Service (FOS)
- If the complainant is dissatisfied with our final response or if the complaint has not been resolved within 8 weeks, they have the right to escalate the complaint to the Financial Ombudsman Service (FOS).
- The customer must file their complaint with FOS within 6 months of receiving Kmbal’s final response.
Contact details for FOS:
- Website: www.financial-ombudsman.org.uk
- Phone: 0800 023 4567
- Post: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR
- Escalation to the European Online Dispute Resolution (ODR)
- If the complainant remains dissatisfied with the FOS decision, they may escalate their case to a higher dispute resolution authority, The European Online Dispute Resolution (ODR) platform.
- This platform facilitates the resolution of disputes between consumers and online service providers.
Contact details for ODR:
- Website: ec.europa.eu/consumers/odr
Record Keeping and Reporting
– Record Keeping: Kmbal Ltd. will maintain records of all complaints, including all related correspondence, actions taken, and outcomes, for a minimum of 5 years.
– Reporting: Kmbal Ltd. will provide complaints data to the FCA in compliance with SPI regulatory requirements.
Review and Compliance
This policy will be reviewed annually and updated as required to ensure ongoing compliance with FCA guidelines and best practices in complaint handling for money remittance services.