Kang Fintech Solutions (KFS) 

Complaints Handling Policy

1. Introduction

Kang Fintech Solutions (KFS) is committed to providing high-quality services to its customers, merchants, and agents. This Complaints Handling Policy outlines the procedures for receiving, investigating, and resolving complaints in a fair, transparent, and timely manner. The policy is designed to comply with UK standards for complaints handling, including the Financial Conduct Authority (FCA) guidelines and the Financial Ombudsman Service (FOS) requirements.

2. Objectives

The primary objectives of this policy are to:

1. Provide a clear and accessible process for submitting complaints.
   
2. Ensure complaints are handled fairly, efficiently, and in compliance with regulatory requirements.
   
3. Resolve complaints to the satisfaction of the complainant whenever possible.
   
4. Use feedback from complaints to improve KFS services and operations.
   

3. Scope

This policy applies to all complaints received from:

• Customers using KFS financial services.
  
• Merchants using KFS payment solutions.
  
• Agents representing KFS.
  

Complaints may relate to, but are not limited to:

• Service quality or delays.
  
• Transaction errors or disputes.
  
• Fees, charges, or billing issues.
  
• Data privacy or security concerns.
  
• Miscommunication or misinformation.
  

4. Complaints Handling Process

KFS follows a structured complaints handling process to ensure consistency and compliance with UK standards. The process includes the following steps:

4.1 Receiving Complaints

Complaints can be submitted through the following channels:

• Online: Via the KFS website or mobile app.
  
• Email: complaints@kangfintechsolutions.com
  
• Phone: [To be updated].
  
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• In-Person: At any KFS branch or agent location.
  

Complaints must include the following information:

• Complainant’s name and contact details.
  
• Description of the issue or concern.
  
• Relevant transaction details (e.g., date, amount, reference number).
  
• Desired resolution (if applicable).
  
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4.2 Acknowledging Complaints

• Complaints are acknowledged within 24 hours of receipt.
  
• The acknowledgment includes a unique reference number for tracking purposes.
  
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4.3 Investigating Complaints

• Complaints are assigned to a dedicated complaints handling officer.
  
• The officer reviews the complaint, gathers relevant information, and consults with relevant departments (e.g., compliance, operations, or customer support).
  
• The investigation is completed within 5 business days for simple complaints and 15 business days for complex complaints.
  
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4.4 Resolving Complaints

• Once the investigation is complete, the complaints handling officer prepares a resolution proposal.
  
• The complainant is informed of the proposed resolution and given an opportunity to provide feedback.
  
• If the complainant accepts the resolution, the case is closed.
  
• If the complainant rejects the resolution, the case is escalated to senior management for further review.
  
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4.5 Final Response

• A final response is provided to the complainant within 8 weeks of receiving the complaint.
  
• The final response includes:
  • A summary of the complaint.
    
  • Details of the investigation.
    
  • The proposed resolution or decision.
    
  • Information on how to escalate the complaint to the Financial Ombudsman Service (FOS) if the complainant remains dissatisfied.
    

5. Escalation to the Financial Ombudsman Service (FOS)

If the complainant is not satisfied with KFS’s final response, they may escalate the complaint to the Financial Ombudsman Service (FOS). The FOS is an independent body that resolves disputes between financial service providers and their customers.

• KFS provides the complainant with the FOS contact details and a copy of the FOS leaflet.
  
• The FOS will review the complaint and make a binding decision if necessary.
  

6. Record Keeping

KFS maintains a record of all complaints, including:

• Details of the complaint.
  
• Steps taken to investigate and resolve the complaint.
  
• Final response provided to the complainant.
  
• Any follow-up actions taken to prevent similar complaints.
  

Records are retained for a minimum of 5 years in compliance with regulatory requirements.

7. Training and Awareness

KFS provides regular training to employees on complaints handling procedures, including:

• How to receive and acknowledge complaints.
  
• How to investigate and resolve complaints fairly.
  
• How to communicate with complainants in a professional and empathetic manner.
  

8. Monitoring and Reporting

KFS monitors complaints to identify trends and areas for improvement. This includes:

• Analyzing complaint data to identify recurring issues.
  
• Implementing corrective actions to address root causes.
  
• Reporting complaint statistics to senior management and regulatory authorities as required.
  

9. Policy Review and Updates

This Complaints Handling Policy is reviewed annually or as needed to ensure compliance with changing regulatory requirements and industry standards. Updates to the policy are communicated to all relevant stakeholders.

10. Contact Information

For questions or concerns regarding this policy, please contact:

• Complaints Team: complaints@kangfintechsolutions.com
  
• Customer Support: help@kangfintechsolutions.com
  
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Address:
Kang Fintech Solutions
Bamenda, North West Region, Cameroon

By adhering to this Complaints Handling Policy, KFS demonstrates its commitment to customer satisfaction, regulatory compliance, and continuous improvement.

Kang Fintech Solutions (KFS)
Empowering Financial Innovation in Cameroon.