Last updated: 17 November 2020

Point 1. How we deal with complaints

Providing a good service is important to Kashing.  If you’re a Kashing user and would like to make a complaint about our services, please tell us soon so we can put it right and make improvements.

We will:

  • make it easy for you to tell us about a complaint
  • consider your suggestions about how we could put things right
  • do our best to make sure you’re satisfied with how we handle your complaint

Point 2. How to tell us about your complaint

If you would like to make a complaint, please get in touch and we will look into this as soon as possible.

WebChat- If you are a customer, you can send us a message through the WebChat.

Phone - Our calls teams are happy to speak to you and will raise a complaint for you. Call us on 0800 014 2950 or +44 800 014 2950 when calling from abroad.

Email - Email us at wecare

Post - If you’d prefer, you can put your complaint in writing and send it to:

Customer Support Team, 
Kashing Ltd, 
Vintage House, 
36 - 37 Albert Embankment, 

Point 3. Resolving complaints

We will be in touch within 3 business days to try and resolve your issue for you. If we are unable to resolve your complaint in this time, you should know that we're typically allowed up to 8 weeks to investigate a complaint and produce what is referred to as our final response.

Point 4.If you are not happy with our response

You can ask the Financial Ombudsman Service to review your complaint. You need to do this within six months of our final response.

Point 5. What is the Financial Ombudsman Service?

Is a free, independent and impartial service helps sort out complaints that financial businesses and their customers haven’t been able to resolve themselves.

You are eligible if your business has an annual turnover of less than two million Euros and fewer than ten employees.

There are some complaints that the Financial Ombudsman Service can’t look into. Contact them directly to find out more

The Ombudsman’s address is:
Financial Ombudsman Service,
Exchange Tower,
E14 9SR

They can be reached by phone at 0800 023 4567 or 0300 123 9123 . Or, you can visit their website

You can also see an online version of their consumer leaflet

Kashing Limited Vintage House 37 Albert Embankment London, SE1 7TL United Kingdom

Connect to social

Kashing Limited is a company registered in England and Wales - No: 08957266
Kashing Limited is registered with the Financial Conduct Authority as a Small Payment Institution. Our Financial Services Register number is 630463.