If we can’t resolve your complaint within 15 business days, or if you’re unhappy with our final response, you may also be able to refer your complaint to an independent, government sponsored entity. This will depend on which of our services the complaint relates to. For investment services this would be the FSCS in the UK, and for payment services this would be the GFSC in Gibraltar. See below for more details.

Investment Services:‍

If your complaint is not resolved to your satisfaction, you may escalate the matter to the Financial Ombudsman Service (FOS). Details for escalation:

Financial Ombudsman Service (FOS):
Contact Number: 0800 023 4567
Address: Exchange Tower, Harbour Exchange Square, London, E14 9SR
Website: www.financial-ombudsman.org.uk

Payment Services:

To escalate a complaint to the Gibraltar Financial Services Commission (GFSC), please ensure you first complete the complaints process with Kaldi and TransactPay.

If we are unable to resolve your complaint within 15 business days, or if you are dissatisfied with our final response, you may reach out to Transact Payments Limited at complaints@transactpay.com.

For payments and card-related complaints, you can further escalate to the GFSC. Please be aware that any complaint, along with supporting documentation, must be submitted within 12 months from when the complaint was first raised. There is no fee for submitting a complaint to the GFSC.

Gibraltar Financial Services Commission (GFSC):
Payment Service Team
Address: PO Box 940, Suite 3, Ground Floor, Atlantic Suites, Europort Avenue, Gibraltar
Phone: +350 200 40283
Email: complaints@gfsc.gi
Website: https://www.fsc.gi

Unregulated Cashback Business:‍

Please note that complaints related to unregulated services generally do not have recourse to the Financial Ombudsman Service (FOS). However, we will make every effort to address your concerns and provide a satisfactory resolution.

When another bank or registered third party wants to access your Kaldi data through Open Banking, they will always inform you about the specific data they need, the reasons for needing it, and request your permission to access it.

Once you grant permission, we will securely share that data with the bank or third party on your behalf. This process is managed entirely within the Kaldi app and the platform of the other provider.

To connect your Kaldi account with a third-party provider, they will use specialised software that operates in the background, either online or via a mobile app. You will need to enter your Kaldi login details to allow the provider access to your account, enabling the sharing of your data.

Open Banking is designed with security in mind—it's as secure as your online banking experience. Any bank or third party offering Open Banking services must be regulated by the Financial Conduct Authority (FCA) in the UK or the equivalent authority in Europe, ensuring compliance with data protection laws. You can find a list of all registered third-party providers in the FCA register.

The system uses secure APIs to transfer data safely and operates within the banks' established and robust technology frameworks. You have full control over any connections made between your bank and regulated third parties, as only you can authorize these links. This means you never need to share your bank login credentials; you simply use them to access your online banking as usual.

From your online banking platform, you can manage what data you share, with whom, for how long, and for what purpose.

Account information service (AIS) lets you see and share information about your accounts via open banking. Payment initiation service (PIS) allows you to initiate payments rather than using your debit or credit card through a third-party, such as Visa or MasterCard. To gain access to both of these facilities click here, you will be taken to a third-party site which will help facilitate your request.

Open Banking is a system that enables secure data sharing among banks, technology providers, and third parties. This sharing benefits customers by simplifying the way they manage and move their money. With Open Banking, your accounts across various financial providers can communicate, allowing for streamlined money management—like consolidating information from different accounts in one location and facilitating quick, secure transfers between bank accounts.

The primary aim of Open Banking is to empower customers by giving them greater control over their data. Customers can choose to share their account and transaction information with the banks and third parties they trust.

Two-factor authentication (2FA) is an identity and access management security method that requires two forms of identification to access resources and data. 2FA gives Kaldi users the ability to help safeguard their most vulnerable information. Under the payment services regulation, 2FA requires at least two of the following three information categories before a payment can be made: Knowledge (such as a password) Possession (such as a code sent to your mobile phone) Inherence (such as fingerprint or facial ID).

Please send us an email support@kaldiapp.co.uk,our Customer Support team will be happy to help.

We’re sorry to hear that you’re not happy. If you need assistance, please contact our Customer Support team, who are ready to help. You can contact our Customer Support team directly in the app, by sending us a message in “Contact us for Help”, found in the “Help, Support and Feedback” section of settings.

If your issue remains unresolved after speaking with them, or if you are not satisfied with the outcome, you can indicate you want to make a complaint. We will collect the necessary details to ensure all your concerns are addressed. After receiving your complaint, we will send you an acknowledgment. To see our full complaints policy, visit www.kaldiapp.co.uk/legal-pages/complaints-policy

We're here to help you when things get tough.

If you’re experiencing financial difficulty or concerned about your finances it’s important to address the issue as soon as possible. You may also want to consider contacting a non-profit debt-counselling organisation for support and advice Citizens Advice and Step Change.

Absolutely! Our Kaldi tribe is always open, and we firmly believe in the power of good financial education to help people grow their wealth.

Join our growing community by following Kaldi on Instagram, YouTube and TikTok using the handle @kaldiapp.

Kaldi looks to offer great money management tips, practical financial education, everyday product updates, shopping insights, our newest retail partnerships and cashback deals to help you build your wealth. You can find short engaging content that looks to bring to life rich financial topics on our socials or let out your inner geek and dive into longer form articles in our Money Matters blog. Please be aware that Kaldi cannot offer investment advice.

To stay up to date on the latest news and developments from Kaldi you can enable notifications in the app to receive our email newsletters.

For more information about the products and services that Kaldi offers head over to our website www.kaldiapp.co.uk

Your feedback is very important to us and will help drive changes. Please send us an email at support@kaldiapp.co.uk.

We are sorry to hear about this. Please contact our specialty team within Customer Support at bereavement@kaldiapp.co.uk, who will take note of the situation and outline the next steps. Kindly be aware that we will need a copy of the death certificate before we can discuss any account details.

Unfortunately, we cannot share specific details due to privacy and security protocols.

At present it is possible to open both ISAs and JISAs within the Kaldi app. Currently at this point we are not looking at pensions due to the high user fees involved. We will be in touch once we have more details and announcements.

Transparency is one of our core values. There are no hidden fees payable by you when using Kaldi. We believe in providing clear and upfront information about any applicable charges, ensuring you have full visibility into your financial contributions. Should you wish to close your account any cash or investments held within Kaldi will be returned. To see our full breakdown of fees and charges, visit www.kaldiapp.co.uk/legal-pages/schedule-of-fees

Should you choose to close your Kaldi account, you can initiate the account closure process through the Kaldi app in settings under the heading “Delete account”. Make sure you don't delete your account until you have withdrawn any funds as deleting the app will make it more complicated and time consuming to access your funds. It's important to note that upon closing your account, even if the client relationship has been brief, we are obliged to retain your account information for a period of 6 years. This retention duration is in compliance with the regulations under which we operate.

To make changes to your bank account you want to withdraw to please go into settings and manage my bank account.  We do require that the bank account you withdraw to is in your own name for anti-money laundering purposes. If you struggle to change your account details please contact customer support.

Please try resetting your login details. If that doesn't work, please contact our Customer Support team.

To change the email address associated with your Kaldi account you will need to contact our Customer Support team directly. Send us a message in “Contact us”, found in the “Help and Support” section of settings and provide the details you would like to change.

Kaldi is only offered as an individual account.

You can withdraw funds from your Kaldi account directly to your bank account. Click on the Spending balance tile on the home page to open up the menu tray. Select “Withdraw cash” and follow the actions to select the location. Remember that you can only withdraw money from Kaldi via the Spending balance, so make sure all the money you want to withdraw is in the Spending balance first.

If you are concerned that you may be a victim of fraud, you can immediately "Lock account” in settings under “Security” and report the unauthorised activity to our Customer Support team by sending us a message in “Contact us”, found in the “Help and Support” section of settings. Click here for more information about our Fraud Awareness.

If you notice any suspicious activity on your Kaldi account lock your account immediately by going to your account settings in App and go to “Lock account” make sure your account is locked and contact our customer support straight away to report any suspicious transactions. Click here for more information about our Fraud Awareness.

Kaldi codes are gift card codes that enable you to pay at associated retailers using the Kaldi app. Click the “Buy a Kaldi code” button in the Kaldi app and follow the onscreen instructions to purchase a Kaldi code, use it at the checkout to pay, either by scanning the code in store or entering the codes unique ID number in the “redeem a gift card or voucher” section of the checkout online.

You can load funds into your Kaldi account by topping up your “Shopping balance”. Simply send money via a bank transfer from another bank account, using your Kaldi account details (sort code and account number).

With your Kaldi account, you can pay at retailers within our network of available cashback providers - in stores and/or online using the Kaldi codes generated through the “Buy a Kaldi code” button of the app. This is very quick and easy at the checkout. Send and receive money transfers to other Kaldi app users within seconds for seamless transactions.

1. Download the Kald App - Start by downloading our mobile app on your Android device or iPhone. You can find the app on Google Play [Link to Google Play location] and on the App Store [Link to app store location].

2. Provide your information – After downloading the app, open it and follow the on-screen instructions. You’ll need to provide the following information: Your full name, email address, and you will need to create a password.

3. Verify your identity – As part of our security measures, we require you to verify your identity. You’ll be prompted to provide additional information to securely verify your identity, upload proof of your identity, such as your passport, perform a liveness check and answer a few simple questions.

Once you've completed these three steps our team will review your information. We aim to approve your account within a few minutes. However, it's important to note that while we strive to facilitate account approval for eligible applicants, all accounts are approved subject to our account conditions, opening criteria, and rules. In certain cases, if any details are missing or require clarification, we'll reach out to you for further information.

Kaldi is available to UK residents who are 18 years old and above. Unfortunately, due to UK regulations we are unable to support US taxpayers and nationals from Iran, North Korea, Myanmar, Russia and Belarus.

Once we go live you will be able to complete the full sign on process and get access to cashback. If you are part of the waitlist, you will have partly onboarded already and there will only be a couple steps left. To access the investing functionality of Kaldi we will require a few more bits of information, this is due to the highly regulated nature of investing and to ensure that you are protected and able to start investing sensibly.

We’d love that to be the case but to be able to get the best cashback rates that give back more to the shopper, the brands where you can get cashback need to be in our network. We are committed to get as many UK retailers as possible, and at launch will have one of the largest cashback networks on the market. The exciting thing is that the network continues to grow – both Aldi and Apple signed up recently.

We plan on providing rewards for the winners who have active accounts three months from launch, signed-up to our waitlist and filled out our information form.

We are aiming to have a Kaldi card available around 9 months after we launch.

At the start we will launch with a loadable Kaldi spending account, Kaldi code, cashback rewards from over 100 major high street brands, the ability to link accounts so you can receive or share your cash rewards and roundups with friends and family, add roundups to your savings account, send money to other Kaldi users and investing from your own savings pot.

We will only use your personal data when the law allows us to. Most commonly, we will use your personal data to deliver against the contract we are about to enter into or have entered into with you, where we need to comply with a legal obligation, and where it is necessary for our legitimate interests (or those of a third party) and your interests and fundamental rights do not override those interests.

We want to provide you with choices regarding certain personal data uses, particularly around marketing and advertising. You may receive marketing communication from us if you have consented to marketing or have used our services and you have not opted out of receiving that marketing. For full details on how we use your data you can read more in our privacy policy.

It’s easier to achieve our goals when we work together. By signing up to the Kaldi you’ll receive a unique code which you can send to friends and family. What’s more, the first 5 redemptions of your unique code will get you an additional 0.5% cashback rewards on their spending for their first 3 months. You will be able to re-load with new contacts after the 3 months expires.  

Be sure to follow our socials and share some of our inspiring and educational posts.

Launch is only weeks away.