Complaints

Introduction

At Kinetic Exchange, we are committed to treating customers fairly and addressing any concerns promptly and transparently. We value feedback and use it to improve our services. This policy explains how you can raise a complaint and how we will respond.

What Is a Complaint?

A complaint is any expression of dissatisfaction about our services, communication, or processes where you expect a response or resolution.

How to Make a Complaint

If you would like to raise a complaint, please contact us at:
complaints@kineticexchange.co.uk

Please include your name, contact details, and a brief description of the issue.

Complaint Process

1. Acknowledgment

We will acknowledge your complaint within one business day.

2. Review & Investigation

We will review the information provided, gather any relevant details, and assess what has happened.
We aim to provide a full response within 15 business days, or within 35 business days where more time is required.

3. Communication

We will keep you updated during our review and clearly explain our findings and any next steps or actions we propose.

4. Record Keeping

We will record the complaint and outcome in our internal log and keep all complaint records securely for at least five years.

Complaints Relating to Payment and E-Money Services

We work with regulated e-money and payment service providers to deliver the services available through your account. These partners, Ebury Partners UK Limited, The Currency Cloud Limited, and Equals Connect Limited, are the firms that ultimately provide the regulated payment and e-money services you use. The details of the services provided by each partner, and by us, are set out in the terms and conditions you accepted when opening an account.

Because our partners are regulated institutions, they have specific responsibilities around how complaints relating to their services are handled. We keep them informed of any complaints we receive that relate to the payment or e-money services they provide, and they oversee how we manage such complaints to ensure we meet regulatory expectations.

If for any reason a complaint about your payment or e-money services has not been acknowledged or handled correctly by us, or if you have concerns about how it has been managed, you can find our partners’ complaints information below.

Partners complaints information:

Ebury Partners UK Limited – https://ebury.com/legal/complaints-policy/

The Currency Cloud Limited – https://www.currencycloud.com/legal/complaints-procedure/

Equals Connect Limited – https://www.equalsconnect.com/home/complaints-policy

If You Are Not Satisfied

If you are unhappy with our final response, or your complaint remains unresolved after eight weeks, you may be able to refer the matter to the Financial Ombudsman Service within six months.

More information is available at:
www.financial-ombudsman.org.uk