Complaint policy
1. Purpose
Konfido Ltd is committed to dealing with complaints fairly, promptly, consistently and transparently. We recognise that a complaint is not simply a problem to be closed, but a valuable opportunity to understand where expectations have not been met, to restore trust where possible, and to improve our services, controls and communications.
This policy explains how we receive, record, investigate, respond to and learn from complaints connected with our website, communications, advisory activity, client relationships and, where relevant, referrals to or arrangements involving third-party providers. It is designed to reflect good complaint-handling practice for a cross-border advisory business and, where applicable, the complaint-handling expectations that may arise under UK or other local regulatory frameworks.
We will not treat you adversely because you have raised a complaint. Our aim is to make the process accessible, respectful and proportionate, while ensuring that complaints are investigated by people with sufficient independence, authority and information.
2. What Is a Complaint
For the purposes of this policy, a complaint is any expression of dissatisfaction, whether oral or written, justified or not, about Konfido’s services, conduct, communications, delays, administration, fees, website interactions, handling of personal data, or any other matter connected with our business relationship or a prospective relationship.
A complaint may be made by an existing client, a former client, a prospective client, a representative acting on someone’s behalf, or another person materially affected by the matter. We may ask for reasonable evidence of authority where a complaint is made by a representative.
Simple requests for information, routine service enquiries or minor points that are immediately clarified may not always be treated as formal complaints. However, if you indicate that you are dissatisfied, or if the matter cannot be resolved quickly and informally, we will normally log it as a complaint and handle it under this policy.
3. How to Complain
You can raise a complaint with us free of charge by using any of the channels below. To help us investigate efficiently, we recommend making the complaint in writing or through your usual Konfido contact.
- Email: complaints@konfido.vip
- Postal address: Complaints Officer, Konfido Ltd, 30 Welbeck Street, London, England, W1G 8ER.
- Relationship manager or usual contact: you may notify the individual you normally deal with, who should ensure that the complaint is passed to the appropriate person for formal handling.
When submitting a complaint, please provide as much relevant information as you can, including your name, contact details, the service or interaction concerned, the date or period involved, a clear description of the issue, any documents or evidence you would like us to review, and the outcome you are seeking.
4. Our Process
Receipt and logging. We will record the complaint in our internal complaints register, note the date of receipt, identify the key issues raised, and assign responsibility for managing the matter.
Acknowledgement. We aim to acknowledge receipt of a complaint within 5 business days and often sooner. The acknowledgement will usually confirm who is handling the complaint, how we can be contacted, and what further information may be needed.
Assessment and investigation. We will review the relevant records, communications, systems and facts, and may speak with the individuals involved. Where appropriate, we may ask you for clarification or supporting documents. Complaints will be investigated fairly and with due regard to the seriousness, complexity and sensitivity of the issues raised.
Impartiality and escalation. Where the subject matter warrants it, the complaint will be escalated to the Complaints Officer or another senior person who was not directly involved in the underlying issue. We may also consult compliance, legal, risk or other subject-matter specialists.
Updates during the investigation. If we are unable to resolve the matter quickly, we will provide updates within a reasonable period so that you understand the status of the complaint and any expected next steps.
Outcome and remediation. After completing our investigation, we will explain our conclusions and, where appropriate, any remedial action we propose. Depending on the circumstances, this may include an apology, clarification, corrective action, reimbursement, redress, a goodwill payment where appropriate, or changes to our internal processes and controls
5. Timescales
We aim to resolve complaints as soon as reasonably practicable and to avoid unnecessary formality where a fair outcome can be reached quickly.
As a general target, and in line with common regulatory complaint-handling standards, we aim to send a final response within 8 weeks of receiving a complaint. If we are not in a position to provide a final response within that period, we will write to explain the reasons for the delay, what further steps are being taken, and, where possible, when we expect to conclude the matter.
Nothing in this policy prevents us from resolving a complaint more quickly where the circumstances allow. Equally, some complaints may require additional time because of complexity, cross-border elements, third-party dependencies, litigation risk or regulatory sensitivity. Where that occurs, we will seek to keep you appropriately informed.
| Stage | Target timeframe |
|---|---|
| Acknowledgement of complaint | Within 5 business days |
| Request for further information (if needed) | As soon as reasonably practicable |
| Interim update where the matter is ongoing | Within a reasonable period and as appropriate to the complexity of the matter |
| Final response | Target: within 8 weeks of receipt |
| External escalation (where applicable) | After final response or if 8 weeks pass without final response, subject to the rules of the relevant external body |
6. Escalation & External Bodies
If you remain dissatisfied after receiving our final response, or if we have not provided a final response within the relevant period, you may be able to escalate the matter externally. The appropriate escalation route will depend on the nature of the service, the legal entity involved, the jurisdiction, and whether the underlying activity is regulated.
Third-party or partner providers. In some cases, Konfido may introduce, arrange access to, or work alongside other providers that are themselves responsible for the regulated service complained of, such as a payment, e-money, corporate or banking provider.
In those circumstances, the complaint may need to be considered under that provider’s own complaint process and, where applicable, the ombudsman or alternative dispute resolution scheme relevant to that provider. Nothing in this policy limits your right to seek independent advice, complain to a competent authority, or commence legal proceedings where available.
7. Record Keeping
We maintain a secure complaint register and retain appropriate records of complaints, including the date received, the complainant’s details, the issues raised, correspondence, evidence reviewed, the outcome reached, any redress provided, and any remedial or preventive action taken internally.
Access to complaint records is restricted to those who need the information for investigation, oversight, compliance, legal defence, quality control or audit purposes. Complaint data will also be handled in accordance with our Privacy Policy.
Records will be retained for 7 years after the relationship concludes for the UK/EU and 10 years in Switzerland.
8. Continuous Improvement
We analyse complaints data to identify recurring themes, service weaknesses, training needs, root causes and systemic risks. Complaint outcomes may therefore inform updates to procedures, communications, website content, due diligence arrangements, provider oversight, staff training and quality assurance.
Where appropriate, anonymised or aggregated complaint information may be included in internal management reporting so that senior personnel can monitor trends and assess whether further action is needed.
9. Contact Details
Complaints Officer: Simon Byrne (UK)
Complaints Officer: Mario Gesue (Swiss and EU)
Email: complaints@konfido.vip
Postal address: Konfido Ltd, 30 Welbeck Street, London, England, W1G 8ER
Website: https://www.konfido.vip