Complaints Procedure

We work hard to get things right, but if something hasn’t met your expectations we want to know about it. This procedure explains how to raise a complaint with Kleard Ltd (“Kleard”, “we”, “us”), what we will do, and what your options are if you are not happy with our answer.

1. How to make a complaint

You can complain through any of these channels:

• Email: hello@kleard.io
• Telephone: +44 20 8264 8889
• Post: Kleard Ltd, 37th Floor, 1 Canada Square, London E14 5AA

To help us investigate quickly, please include your name and contact details, your company name, any relevant account or service details, and a description of what has gone wrong.

2. What happens next

• We will acknowledge your complaint within 5 business days of receiving it;
• Your complaint will be investigated promptly and impartially by someone with the authority to put things right;
• We aim to send you our final written response within 8 weeks of receipt;
• If the investigation takes longer than expected, we will keep you updated on progress and explain why.

3. Our response

Our final response will set out what we found, and:

• If your complaint is upheld — what we will do to put it right, including any remedial action or redress;
• If it is not upheld — a clear explanation of the reasons for our decision.

4. If you are not satisfied

Because Kleard is not itself an authorised or regulated firm, the Financial Ombudsman Service may not be able to consider a complaint about Kleard’s own service. Where your complaint concerns the regulated payment service, it is handled by the licensed partner that provides it, and that partner’s service may fall within the Financial Ombudsman Service (FOS)’s remit. The partner will confirm whether the FOS can consider your complaint, free of charge, and we will explain your options in our final response.

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

Any referral to the FOS should normally be made within 6 months of the date of our final response letter.

5. Payment services complaints

Regulated payment services arranged by Kleard — card acquiring — are provided by licensed partners. Complaints that relate to the regulated service itself are handled under the relevant partner’s own complaints procedure. If your complaint falls into this category, we will direct it to the right partner, tell you who is handling it, and support you throughout the process.

6. Record keeping

We keep a record of every complaint we receive and how it was resolved. We review these records regularly and use what we learn to improve our service.

7. Contact us

If you have any questions about this procedure, contact us:

• Email: hello@kleard.io
• Telephone: +44 20 8264 8889
• Post: Kleard Ltd, 37th Floor, 1 Canada Square, London E14 5AA

Kleard Ltd is a payments introducer and is not itself an authorised or regulated firm; regulated payment services are provided by licensed partners. See the regulatory status in the footer of our website.