Complaints Policy

Last updated: May 2026

KiS Advisory is committed to providing a high standard of service. However, we recognise that sometimes things may go wrong. This policy explains how we handle complaints.

1. Our Commitment

We take all complaints seriously and aim to resolve them promptly, fairly, and thoroughly. We use feedback from complaints to improve our services.

2. How to Make a Complaint

If you are unhappy with our service, please contact us in the first instance:

Please include your name, contact details, a clear description of your complaint, and the outcome you are seeking.

3. Acknowledgement

We will acknowledge receipt of your complaint within 5 business days of receiving it. We will confirm the name of the person handling your complaint and provide an estimated timeframe for resolution.

4. Investigation and Response

We will investigate your complaint thoroughly and aim to provide a full written response within 28 days. If more time is needed, we will keep you informed of progress and the reasons for the delay.

5. Resolution

Our response will set out our findings and any proposed resolution. Where we have made an error, we will apologise and explain the steps we have taken or will take to put things right.

6. If You Are Not Satisfied

If you remain dissatisfied with our response, you may wish to seek independent advice or explore alternative dispute resolution options. As KiS Advisory is not FCA authorised, we are not subject to the Financial Ombudsman Service. However, we are committed to working constructively to reach a fair resolution.

7. Record Keeping

We maintain a record of all complaints received and use this information to improve our services and prevent similar issues from arising in the future.