Complaints Policy

1. Purpose

    Kickstarted Futures Ltd is committed to providing high-quality service. However, we recognise that occasionally things may go
    wrong, and customers have the right to complain. This policy outlines our commitment to handling complaints efficiently, fairly,
    and in accordance with Ofcom guidelines.

    2. Our Commitment

    We will:

    • Acknowledge all complaints promptly
    • Handle complaints in a transparent, respectful, and unbiased manner
    • Investigate complaints fairly and thoroughly
    • Resolve complaints as quickly as possible
    • Keep a record of complaints to inform service improvements

    3. How to Make a Complaint

    Customers can submit complaints using any of the following methods:

    • Email: complaints@kickstartedfutures.com
    • Post: Complaints Coordinator, Kickstarted Futures, 20-22 Wenlock Road, London, N1 7GU
    • Phone: 08000 314 069, or the number from which you were called

    Please provide your full name, contact number, and a brief description of the issue.

    4. Complaints Handling Procedure

    1. Acknowledgement – We will acknowledge your complaint within 2 business days.
    2. Investigation – The relevant team will investigate the issue within 10 business days.
    3. Response – We aim to resolve all complaints within 4 weeks. If it takes longer, we will keep you updated every 2
      weeks.
    4. Final Response – You will receive a written final response outlining our findings, any corrective action, and your escalation options.

    5. Escalation

    If you remain dissatisfied after receiving our final response, you may escalate the matter to the relevant regulatory authority:

    • Ofcom – for general telecoms-related concerns (www.ofcom.org.uk)
    • Alternative Dispute Resolution (ADR) – If required, we can provide contact details for an ADR body for impartial review

    Note: We will confirm the appropriate escalation body based on the nature of the complaint (telemarketing, data handling, etc.).

    6. Recording and Monitoring

    All complaints are logged in our internal Complaint Management System. Each entry includes:

    • Complainant details
    • Nature of complaint
    • Actions taken
    • Resolution and outcome
    • Timeline from receipt to closure

    Data from complaints is reviewed monthly by the Compliance Team to identify trends and improve service delivery.

    7. Staff Training

    All staff are trained to:

    • Handle complaints respectfully and professionally
    • Recognise when to escalate a complaint internally
    • Log all relevant details accurately

    Training is updated annually or after any process change.