Complaints Handling Procedure

Last updated: 10 January 2025

Our Commitment

At Klink Transfer Limited, we are committed to providing high-quality services to our customers. If
something goes wrong, we want to know so we can put it right quickly and fairly.
This document explains how you can make a complaint and how we will handle it.

1. How to Make a Complaint
If you are unhappy with our service, you can contact us by:
Email: suppor@klinkt.co.uk
Post: Complaints Department, Klink Transfer Limited, 43 Station Road, London, NW10 4UP, UK

When making a complaint, please provide:
Your full name and contact details
Transaction details (amount, date, reference number)
A clear description of your complaint
Any supporting documents

2. What Happens After You Complain
Acknowledgement – We will acknowledge receipt of your complaint within 3 business days.
Investigation – We will investigate your complaint promptly and fairly.
Final Response – We will aim to provide a final written response within 15 business days of receiving
your complaint.
If, due to exceptional circumstances, we cannot respond within 15 business days, we will send you
a holding reply explaining the delay and provide our final response no later than 35 business days
from the date we received your complaint.

3. Our Final Response
Our final response will:
Explain the outcome of our investigation.
State whether your complaint has been upheld, partially upheld, or rejected.
Detail any actions or remedies we will offer (e.g., correction, apology, compensation).
Provide information on how to escalate to the Financial Ombudsman Service (FOS) if you are not
satisfied.

4. If You Are Not Satisfied
If you are unhappy with our final response or if we do not provide a final response within the required
timeframe, you can refer your complaint to the Financial Ombudsman Service.
You must contact them within 6 months of our final response.

Financial Ombudsman Service (FOS)
Website: www.financial-ombudsman.org.uk
Phone (UK): 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk
Post: The Financial Ombudsman Service, Exchange Tower, London E14 9SR, UK

5. No Charge for Complaints
Making a complaint will not cost you anything, whether you complain directly to us or escalate to the
Financial Ombudsman Service.

6. Continuous Improvement
We record and analyse all complaints to identify patterns and improve our services. Your feedback is
important to us and helps us enhance the quality and security of our money remittance services.