A guide to Making a Complaint

At Kuda UK we aim to provide great products and excellent service to our customers. However, we know that sometimes things can go wrong and that you may have cause to complain. If you have a complaint, then please let us know as soon as possible.

We will do our very best to resolve your complaint as soon as you get in touch with us:

By email: complaintuk@kuda.com

By post: Complaint Manager, Kuda EMI Limited, 5 New Street Square, London, United Kingdom, EC4A 3TW

Investigating your complaint

We aim to resolve your complaint within 3 working days following the receipt of your complaint. Once an agreed resolution has been reached, we will confirm details in writing to you in a final resolution letter.

However, there may be occasions when it will take longer to respond to your complaint. If this happens, we will send you an acknowledgement within 5 business days. This acknowledgement will include the name and contact details of the person handling your complaint, this may not be the same person who received your complaint.

In the unlikely event that we have not resolved your complaint within four weeks we will write to you to advise the reason why and when we expect to resolve it. We aim to send you a final response within 35 working days of your original complaint.

The Financial Ombudsman Service (FOS)

The FOS is an independent complaint resolution service that was set up to resolve complaints between financial businesses and their customers.

If you are dissatisfied with our response to your complaint, you have the right to contact the FOS, free of charge, but you must do so within six months of the date of our final response letter. If you do not refer your complaint in time, the FOS will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances.

The FOS contact details are:

By telephone: Freephone number is 0800 023 4567 or 0300 123 9123 from a mobile

By email: complaint.info@financial-ombudsman.org.uk

By Post: The Financial Ombudsman Service

Exchange Tower


E14 9SR

Visit their website: https://www.financial-ombudsman.org.uk

You must refer your complaint to the Financial Ombudsman within 6 months of the date on the final response.

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