How to make a complaint to Kaldi
In the App: Please go to settings and click on ‘Contact Us’. From the dropdown ‘Choose a Reason’ please select ‘Make a Complaint’.
By email: please send an email to support@kaldiapp.co.uk
WHAT DETAILS DO WE REQUIRE FROM YOU?
- Your name and address
- Details regarding your concern or complaint
- What you would like us to do to put it right
- Any relevant documents to support your complaint
Please make sure you email us from the address associated with your Kaldi account
WHAT HAPPENS NEXT
Your complaint will be logged on our system and a designated Customer Support team member will be given responsibility for handling your issues and concerns. We will respond to you acknowledging your complaint within 2 business days of receipt. We commit to resolving your complaint as quickly and fairly as possible but some cases may take longer. Under normal circumstances you should have a resolution within 3 business days. This will explain in clear language why the firm considers the complaint to be resolved, and will provide details for the Financial Ombudsman should you wish to escalate the matter.
We will update you regularly on our progress. For more complex cases, we aim to resolve them within 15 business days. If we expect the process to take longer than 15 business days, we’ll get in touch to let you know why the issue hasn’t been resolved yet. We aim to have a full response for such cases within 35 business days. We will give you a final response within 8 weeks of your complaint being logged at Kaldi. This will either a) address the complaint b) offer redress without acceptance or c) reject the complaint. If there is any reason why a final response cannot be given within this timeframe, we will issue a Non Final Response which explains the reasons behind the delay and a new expected resolution date.
WHAT HAPPENS IF YOU’RE UNHAPPY WITH THE OUTCOME?
If we can’t resolve your complaint within 15 business days, or if you’re unhappy with our final response, you can also refer your complaint to Transact Payments Limited at complaints@transactpay.com
As a further escalation point for payments and card related complaints the Gibraltar Financial Services Commission (“GFSC”) should be contacted and a complaint plus any relevant paperwork must be submitted within 12 months of the date the complaint was first raised.
However, please be aware that in order to escalate your complaint to the GFSC, you must first exhaust the complaint process at Kaldi and Transact Payments.
There is no charge for submitting a complaint to the GFSC.
Payment Service Team
Gibraltar Financial Services Commission
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