Complaints and Safeguarding Arrangements

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At Kendall Haywood LTD, we are committed to providing the highest standards of service to our clients while ensuring the safeguarding of their interests and data security. This page outlines our procedures for handling complaints and our efforts to maintain robust safeguarding arrangements.

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We are your first port of call for any queries or concerns, including complaints. We will handle these complaints in line with our complaints process.

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Complaints Procedure

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1. How to Lodge a Complaint:

• If you have a complaint about any aspect of our service, please Contact us 

• Please provide as much detail as possible about your complaint to help us investigate and resolve it promptly:

• The date of the complaint

• The nature of your complaint

• The impact on your business

• Your contact details

• Any additional information

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2. Timeline for Resolution:

• We will acknowledge receipt of your complaint within 24 hours, and our aim is to resolve complaints as quickly and efficiently as possible.

• If resolution is not achieved within 15 business days, we will keep you informed of the progress and provide an estimated timeframe for resolution.

• In exceptional circumstances, where we are unable to issue a final response within 15 business days of receipt of the complaint, we have up to a maximum 35 business days from the date of receipt to issue a final response.

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3. Complaints Handling Process:

• Upon receipt of your complaint, it will be promptly escalated to our dedicated complaints handling team.

• Your complaint will be thoroughly investigated, and we will strive to reach a fair and satisfactory resolution.

• If you are dissatisfied with our response, you have the right to escalate your complaint to the Financial Ombudsman Service: https://www.financial-ombudsman.org.uk

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Please note

If your complaint is in relation to the regulated payments and e-money services we provide through our partnership with Currencycloud, please make yourself familiar with the following information:

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We work with Currencycloud, who ultimately provides you with regulated payments and e-money services. Currencycloud has certain obligations as a regulated financial services institution, including around complaints. We keep them informed of the complaints we receive from you regarding the regulated payments and e-money services they ultimately provide to you. They oversee how we handle complaints to ensure we do this to the standard required under the regulations. However, if for any reason your complaint regarding your payments and e-money services has not been acknowledged or dealt with by us, or if you have concerns about the way it has been handled, Currencycloud’s complaints information can be found here https://www.currencycloud.com/legal/complaints-procedure/

 

Safeguarding Arrangements

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1. Data Protection and Privacy:

• Kendall Haywood LTD is committed to protecting your personal data and complying with data protection regulations, including the General Data Protection Regulation (GDPR).

• Kendall Haywood LTD are registered with the ICO (Information Commissioner's Office)

• We employ industry-standard security measures to safeguard your information from unauthorized access, disclosure, alteration, or destruction.

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2. Safeguarding of Funds

• Funds are safeguarded by our FCA-regulated e-money partner (Currency Cloud) at a credit institution.

• When funds are posted to your Currencycloud account, e-money is issued in exchange for these funds, by an Electronic Money Institution who we work with, called Currencycloud. In line with regulatory requirements, Currencycloud safeguards your funds. This means that the money behind the balance you see in your account is held at a reputable bank, and most importantly, is protected for you in the event of Currencycloud’s, or our, insolvency. Currencycloud stops safeguarding your funds when the money has been paid out of your account to your beneficiary’s account.

 

3. Security Measures:

• Our website and online platforms utilize encryption and secure server protocols to protect your data during transmission.

• We regularly conduct security audits and assessments to identify and address potential vulnerabilities in our systems and processes.

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4. Staff Training:

• Our employees undergo regular training and awareness programs to ensure they understand their responsibilities in safeguarding customer interests and data privacy.

• We maintain strict policies and procedures for handling sensitive information and adhere to principles of confidentiality and professionalism.

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5. Reporting Concerns:

• If you have any concerns about data security or safeguarding issues, please contact us immediately at info@kendall-haywood.com

• We take all reports of concerns seriously and will investigate them promptly and thoroughly.

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If you have any questions about our complaints procedure or safeguarding arrangements, please don't hesitate to contact us at info@kendall-haywood.com