‍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 into our system, and a dedicated Customer Support team member will be assigned to address your issues and concerns. We will assess whether your complaint relates to our investment services, payment services, or our unregulated cashback business.

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Investment Services:

For complaints related to our investment services, we will follow the timelines outlined below:

• ‍Initial Acknowledgment: You will receive confirmation of your complaint within 3 business days.
• ‍Investigation Period: Our team will aim to investigate your complaint and provide a response within 15 business days. If more time is needed, we will keep you informed. ‍
• Final Response: You will receive a final response within 8 weeks.

‍Payment Services:

For complaints related to our payment services, we will follow the timelines outlined below:

• ‍Initial Acknowledgment: We will respond to you within 2 business days of receiving your complaint to confirm it has been logged.
• ‍Commitment to Resolution: We commit to resolving your complaint as quickly and fairly as possible. Under normal circumstances, you should receive a resolution within 3 business days. Our response will clearly explain why we consider the complaint resolved and will provide details for the Gibraltar Financial Services Commission (“GFSC”) should you wish to escalate the matter.
• ‍Regular Updates: We will keep you updated on our progress throughout the process.
• ‍Complex Cases: For more complex complaints, we aim to resolve them within 15 business days. If we anticipate that it will take longer than this, we will contact you to explain the delay.
• ‍Full Response: We aim to provide a full response to complex cases within 35 business days. This response will either: a) Address the complaint, b) Offer redress without acceptance, c) Reject the complaint.

Unregulated Cashback Business:

For complaints regarding our unregulated cashback business, we will handle your concerns as follows:

• ‍Initial Acknowledgment: You will receive confirmation within 3 business days.
• ‍Investigation Period: We will aim to respond within 15 business days.
• ‍Final Response: You will receive our final response within 8 weeks.

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 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 FOS 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:

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Financial Ombudsman Service (FOS):

Website: www.financial-ombudsman.org.uk

Contact Number: 0800 023 4567

Address: Exchange Tower, Harbour Exchange Square, London, E14 9SR

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.

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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.

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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.

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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

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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.