We're sorry you feel you need to raise a complaint.

Please get in touch and we'll look into this as soon as possible.

You can contact us by:

  • Chatting with us in-app

  • Emailing complaints@kroo.com

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

Next steps

If we're unable to resolve your complaint within 3 working days of receipt, we'll send a written acknowledgement that we've 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're unable to issue our final response within 15 working days from receipt, we'll 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're committed to ensuring all complaints are fairly addressed.

However, if you're 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'll provide an impartial review.

Please note that you will need to contact the FOS within 6 months of our final response.

Financial Ombudsman Service

Exchange Tower

London

E14 9SR

0800 023 4567

or 0300 123 9123

complaint.info@financial-ombudsman.org.uk

www.financial-ombudsman.org.uk

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

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