Kudo complaints policy  

 

Our complaints policy explains our approach to complaints (unsurprisingly), and we hope you never have to read it.  

 

However, if we have given you a reason to make a complaint, then something’s gone wrong, and we’re sorry. If this has happened, we’d really appreciate it if you’d give us the chance to sort the problem out in the first instance - we’ll turn over every stone we can to find a solution for you. 

 

If you consider that you have cause to complain, the following information will assist you in:  

  • Understanding how to make a complaint 

  • The procedures we’re committed to follow to ensure your complaint is dealt with promptly, fairly and effectively. This includes the options open to you if you’re not satisfied with the response that we have provided 

How to make a complaint  

If you wish to make a complaint, you can contact us through the Kudo app, by emailing us at  help@kudoinsurance.com, or by writing to us at Kudo, 49 Greek Street, London, W1D 4EG 

 

Our complaints handling procedure  

  1. We aim to resolve your concerns at the earliest possible stage. We will thoroughly investigate your complaint and will often be able to provide you with our summary resolution by the close of business on the third working day. If this is not possible, we will promptly acknowledge your complaint in writing (which will be via the app or email) within 5 days of receipt of your complaint. 

  2. We’ll keep you regularly informed of our progress and what we’re doing to investigate and resolve your complaint. If our response is not issued within 4 weeks of the date that we received your complaint, we will issue a letter to you explaining why we have been unable to resolve your complaint and indicate when we will make further contact. You are welcome to contact us at any time to check the status of our investigation.  

  3. If you’re unhappy with our response, or after 8 eight weeks you’re still waiting for us to respond, you can refer your complaint to the Financial Ombudsman Service (FOS). The FOS will only consider your complaint if: 

  • We’ve had an adequate opportunity to resolve your complaint first.  

  • You’ve contacted the FOS within 6 months of receiving the final response to your complaint.  

The FOS can be contacted by:  

We will provide whatever assistance we can to the FOS and abide with their final decision. 

Your right as a client to take legal action remains unaffected by the existence or use of any complaint procedures referred to above. However, the FOS will not adjudicate on any cases where litigation has commenced. 

  • If your complaint concerns the provision of (or failure to provide) a service by one of our partners, such as our claims provider or our premium finance provider, we will promptly refer your complaint to them to handle accordingly. In these circumstances we will provide you with the full contact details for the relevant firm. 

 

This policy was last updated on 28th May 2021