Complaints

Version 2.2. Effective 2 October 2026. Replaces the V1.4 Complaints Policy.

1. Purpose

1.1 This page explains how to complain to Konfido Ltd and what happens next. Konfido treats a complaint as information about where expectations have not been met, and uses it to put things right where it can and to improve the way it works.

1.2 Konfido Ltd is a financial technology company, not a bank. Regulated services are provided by licensed partners under the applicable terms. Because of this, there are two kinds of complaint, handled in two different ways: complaints about Konfido and complaints about a regulated service provided by a partner.

2. Complaints about Konfido

2.1 A complaint about Konfido concerns what Konfido itself does: the way a request was handled, the information given, the reading of a file, the coordination of an application, the conduct of a point of contact, the platform experience, the website or the handling of personal data.

2.2 Any client, prospective client, professional adviser or other person affected by Konfido's conduct may complain.

3. Complaints about a regulated service

3.1 A complaint about a regulated service concerns a service provided by a licensed partner: for example the opening or closing of an account, the execution or rejection of a payment, a foreign exchange transaction, a card, the safeguarding of funds or a decision taken by the partner during its formal checks.

3.2 Such complaints are handled by the partner under its own complaints procedure and terms. Konfido will tell you which partner provides the service in question and how to reach its complaints function, and, where you ask Konfido to do so and the partner's procedure allows it, Konfido will pass your complaint to the partner and follow its progress with you.

3.3 Konfido cannot decide a complaint about a regulated service in the partner's place and cannot promise a particular outcome or timing from the partner.

3.4 A complaint may concern both Konfido's conduct and a regulated service provided by a partner. In that case, Konfido will identify the parts of the complaint for which it is responsible, explain which parts must be handled by the partner, record both parts and keep the complainant informed about the routes being followed.

3.5 The time limits in section 5 apply to Konfido's handling of the parts for which it is responsible. The partner's own time limits apply to the parts it handles. Konfido does not postpone its response on its own part while waiting for the partner, and a delay by the partner does not extend Konfido's time limits.

4. How to complain

4.1 You can complain through any of Konfido's official channels:

(a) by email to complaints@konfido.vip (complaints sent to info@konfido.vip are also accepted and handled in the same way);

(b) to your usual point of contact, by email or through the client platform;

(c) by post to Konfido Ltd, 30 Welbeck Street, London W1G 8ER, United Kingdom, marked "Complaint".

4.2 Please include your name, contact details, what happened, when it happened and what you would like Konfido to do. Please do not send passwords, account credentials, identity documents or confidential supporting documents by ordinary email. If documents are needed, Konfido will tell you how to send them securely.

4.3 You do not need to use any particular form or wording. A complaint made orally will be recorded in writing by Konfido and confirmed to you.

5. What happens next

5.1 Konfido records every complaint in a complaints register, with the date it was received, the channel, the subject, the person handling it and the outcome.

5.2 The time limits run from the day the complaint reaches Konfido through any of the official channels in section 4.1, whichever channel is used and whoever at Konfido receives it.

5.3 Konfido acknowledges the complaint in writing within five business days of receiving it, tells you who is handling it and, where the complaint concerns a regulated service, explains the route described in section 3. Complaints are handled by the person responsible for complaints at Konfido or, in their absence, by their deputy, so that these timings do not depend on one person.

5.4 The complaint is reviewed by a person who was not directly involved in the matter wherever Konfido's size allows it. Konfido may ask you for further information.

5.5 Konfido aims to give you a written final response within thirty days of receiving the complaint. If it needs more time, it will write to you before that date to explain why and to say when a response can be expected.

5.6 The final response sets out what Konfido found, what it has decided and why, and any action it will take. Where Konfido has made a mistake, it says so and puts it right where it can.

6. If you are not satisfied

6.1 If you disagree with Konfido's final response, you may write back and ask for the complaint to be reviewed by a different person at Konfido, where possible.

6.2 Whether an external dispute resolution body or ombudsman is available for your complaint, and which one, depends on the nature of the service, on the partner that provides it and on your country of residence. Konfido will tell you what it knows about the options that may apply to your case. Konfido cannot guarantee that a particular body will accept your complaint or that you are eligible to use it.

6.3 Nothing in this procedure limits your right to seek independent advice, to complain to a competent authority or to take legal action under the law that applies to you.

7. Complaints about personal data

7.1 You can complain about the way Konfido handles your personal data through the electronic channel in section 4.1(a), complaints@konfido.vip, or through any other official channel.

7.2 Konfido acknowledges the complaint within five business days, investigates it without undue delay, keeps you informed of its progress and tells you the outcome in writing.

7.3 You also have the right to complain to the Information Commissioner's Office (ico.org.uk) in the United Kingdom or, if you live in the European Economic Area or in Switzerland, to the supervisory authority of your country of residence. You do not need to wait for the end of Konfido's procedure to do so.

8. Records and review

8.1 Konfido keeps the record of a complaint and the related correspondence for six years from the final response or the closure of the complaint, and longer where a claim, dispute or investigation is pending or reasonably expected, or where the law requires it.

8.2 Konfido reviews the complaints register periodically to identify recurring causes and to improve its procedures.

9. Changes

9.1 Konfido may update this procedure. The version and date at the top of this page indicate the current text.