Complaints Policy

Kin&Co aims to provide high quality services which meet your needs. We believe we achieve this most of the time, but there maybe times we get it wrong.

In order to ensure our services remain at a high and improving standard, we have a procedure through which you can let us know if for any reason you are not satisfied with Kin&Co.

How we try to resolve your complaint

In the first instance, before making a complaint please call or email us directly, as it may be possible to solve the problem immediately without going through the complaints procedure below. If that is not possible or you are unhappy with our response then please follow the process below[1].

Stage 1

Please contact us outlining your complaint. Depending on the situation, your complaint will be investigated by either the Client Director or another department lead. They may need to contact you to clarify details of your complaint, as it is important that we fully understand the details. 

We aim to acknowledge your complaint by email within 3 working days and provide an answer within 10 working days. Sometimes, a complicated complaint may take longer. We will keep you informed if this happens.

Stage 2

If you are unhappy with our response from the Client Director, the Director of Operations will review the handling of your complaint to confirm that the correct procedures and processes have been adhered to.

The Director of Operations will try to provide a full response within 15 working days. If their response is likely to take longer, they will contact you and agree a resolution date.

Stage 3

The CEO along with a panel from the Leadership Team or other independent experts as required will decide on any next steps to resolve the decision.

All written complaints will be logged; it is really important to Kin&Co that we learn from the complaints and improve our services.

How to complain

We are happy to receive your complaint in a variety of ways.

Email: Email your complaint to info@kinandco.com

Telephone: If you know it, call the telephone number of the appropriate person or call our general number UK +4420 3745 1529.  If the individual is unavailable we will take a message and get back to you.

In person: Phone or email to make an appointment if you wish to discuss your complaint with the appropriate individual.

[1] Some service contracts already have a dispute or complaints procedure, the contract will supersede the policy and process outlined above.