Complaints

Upon receipt of a complaint, we will send an acknowledgment within 5 working days, confirming that we have received your complaint and providing an estimated timeline for resolution.

Our dedicated complaints team will thoroughly investigate the issue. We aim to provide a resolution within 30 working days of receiving the complaint. In complex cases, we may require additional time, but we will keep you informed of the progress.

We will provide regular updates on the status of your complaint. If there are any delays or if additional information is needed, we will communicate this to you promptly.

If you are not satisfied with the resolution provided, you have the right to escalate your complaint. You can do so by contacting kahn@kahndesign.com. If you remain dissatisfied, you have the option to refer the matter to the Financial Ombudsman Service.

Once a resolution has been reached, we will send you a closure letter outlining the outcome of the investigation. We welcome your feedback on the complaints process to continually improve our services.

We maintain comprehensive records of all complaints, including details of the issue, actions taken, and resolutions provided. All information is handled confidentially and in accordance with data protection regulations.

We regularly review and update our complaints procedure to ensure compliance with FCA standards and reflect any changes in regulations.