Complaints Policy

At Kandaka, we're dedicated to delivering high standards of care, compliance, and customer satisfaction. We welcome feedback from clients, partners, and stakeholders — every voice matters and every experience counts.

We treat all complaints seriously and view them as an opportunity to listen, improve, and serve you better. Timely, fair, and courteous resolution is a core part of our service promise.

If you're unhappy with any aspect of our service, we aim to resolve the issue promptly.

1. Immediate assistance

Call us on +44 7377 686547. Our support team will do its best to address your concerns swiftly.

2. Formal complaint submission

If you're not satisfied with the resolution over the phone, you may submit a formal complaint via:

• We'll acknowledge your complaint promptly in writing.
• We'll conduct a thorough and impartial investigation, requesting additional details if necessary.
• A final response will be issued within 15 business days, outlining the outcome and any remedial actions taken.
• In rare cases, a holding response may be provided — allowing up to 35 business days for full resolution.
• Upon receiving our final response, we kindly request written confirmation within 14 business days indicating your satisfaction or next steps.

If you're not satisfied with our decision or proposed resolution, you may escalate your complaint to the Financial Ombudsman Service, provided it's within six months of our final response.