Complaints Procedure

How to make a complaint

We aim to ensure that all our customers are happy with the services we provide, if however, you have any cause to make a complaint you should contact Kisstech Limited, either in writing or by telephone.

If you wish to register a complaint, please contact us:

If you can't settle your complaint with us you may be entitled to refer to Financial Ombudsman Service (FOS)

Set up by Parliament, the FOS is the UK's official expert in resolving problems with financial services. If a business and a customer cannot resolve a complaint themselves, the FOS can give an unbiased answer about what has happened. If they decide someone has been treated unfairly, the FOS has legal powers to put things right. http://www.financial-ombudsman.org.uk

The customers' right to have disputes referred to the FOS should be included in any Terms of Service, including contact information.

We take FOS referrals seriously and will comply and cooperate with the FOS entirely by ensuring all information requests required from us as a business are provided in a timely fashion, we will also work with the lender and dealer where necessary. When a complaint is referred to FOS for any reason, it will highlight a requirement for internal investigation, whether the referral has been upheld or rejected by FOS. Both outcomes will result in our complaints handling process being reviewed and discussed internally by the Directors of the business to ensure that we are following a process that is not only regulatory sound, but also meets customers' expectations. Whilst investigating we will consider all guidance provided by the FCA and the FOS and will focus on any mistakes that were made throughout the process and what lessons we can learn from the outcome of the complaint, internal follow up investigations and guidance provided by any regulators we deal with. Internal discussions will also take place with any individuals that have dealt with the complainant and appropriate training will be provided as part of their learning and development plan. Ultimately, we will ensure focus is on making improvements to the complaint handling process. What is key from any outcome that the FOS provide is that we can always make improvements and enhancements to our processes and learn from any errors that have been conducted to ensure that the customer always receives a good outcome. As an example of our learnings, where we have had FOS referrals or complaints that have aspects of the customer not understanding the product that they have entered into, we may need to introduce further methods of communication such as enhanced videos or documents relating to the products that we offer and how they work. This would be a lesson that we could learn from such complaints. There are instances where the FOS will not consider a complaint, these are when the complaint is:

  • More than 6 months after the date we issued the final response, redress, or summary resolution letter*
  • More than
    • 6 years after the event complained of, or (if later)
    • 3 years from the date on which the complainant became aware (or ought to reasonably have become aware) that they had cause for complaint

*Note the change of rules for DCA and non-DCA complaints as per the ""Guide to DCA and non-DCA complaints'