Complaints

If something has gone wrong, we want to know and we will put it right where we can.

How to complain

Email complaints@kitepay.uk with your account email, what happened, and what outcome you are looking for.

What happens next

We acknowledge your complaint within 3 business days.
We investigate and send a final response within 15 business days. If it will take longer for reasons outside our control, we will explain why and respond within 35 business days at the latest.

Regulated services

Kitepay currently operates its platform in test mode and is not yet providing regulated payment services. When live processing launches under a licensed payment partner, complaints about regulated payment services will also be handled under that partner's scheme and applicable rules, and eligible complainants may have the right to refer a complaint to the Financial Ombudsman Service (financial-ombudsman.org.uk).

Last updated: 7 July 2026.