If you would like to make a complaint, please get in touch and we will look into this as soon as possible.

You can contact us by:

  • Chatting with us in-app

  • Emailing us at complaints@kroo.com

  • Sending us a letter to Kroo Ltd, LABS House, 15-19 Bloomsbury Way, London, WC1A 2TH

Next steps

If we are unable to resolve your complaint within 3 working days of receipt, we will send a written acknowledgement that we have received and are dealing with your Complaint.

A final response will be issued within 15 workings from the date we receive your initial complaint setting out our understanding of your concerns and a possible resolution.

In exceptional circumstances where we are unable to issue our final response within 15 working days from receipt, we will write to update you on the progress of your complaint and an expected resolution date, which will be within 35 working days from the date of the initial complaint.

Financial Ombudsman Service

We are committed to ensuring all complaints are fairly addressed.

However, if you are still unhappy with the outcome of our final response, or if 15 business days have passed and we have been unable to respond, you may choose to refer your complaint to the Financial Ombudsman Service (FOS), who will provide an impartial review. Please note that you would need to contact the FOS within 6 months of our final response.

Financial Ombudsman Service

Exchange Tower


E14 9SR

0800 023 4567

or 0300 123 9123



You can also see an online version of their consumer leaflet here.

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