We want Kudu to work for you. When it doesn't, we want to know — and to put it right quickly. This policy explains how to raise a complaint, what to expect from us, and how to escalate if you're still not satisfied.
1. Our commitment
Every complaint is handled fairly, promptly and free of charge. We treat complaints as a way to improve, and we keep a record of each one to meet our obligations and to spot recurring issues.
2. How to raise a complaint
- Contact form: Send us a message — the fastest route
- In-app: Help & Support → Contact us
Please include: your name and the email/phone linked to your account, what happened and when, any transaction reference, and how you'd like it resolved. The more detail you give, the faster we can help.
3. What happens next — our timelines
| Stage | What we do | Timeline |
|---|---|---|
| Acknowledge | Confirm we've received your complaint and give you a reference | Within 2 business days |
| Investigate | Look into what happened, keeping you updated if it takes longer | Ongoing |
| Final response | Send you our findings, our decision, and any remedy | Within 30 business days |
If we can't give a final response within 30 business days, we'll explain why and tell you when to expect one.
4. Complaints about a partner's service
Some services are provided by licensed partners (for example the on-ramp provider, a money-transfer partner or an exchange bureau). If your complaint concerns a partner's regulated service, we'll help direct it and, where appropriate, forward it to that partner, who may also have its own complaints procedure and regulator. We'll tell you who is best placed to resolve it.
5. Disputes about a deal between users
Sometimes a complaint is really a dispute between two users about a deal (for example a KuduSafe deal or a group buy). In those cases Kudu — and any partner operating the marketplace — can provide assistance and mediation, but does not decide the outcome and does not control the funds. The deal's escrow rules and time-outs determine the result, and responsibility for delivering the deal rests with the seller. Where a seller acts in bad faith, we may sanction them by other means — never by seizing the transacted funds.
6. If you're still not satisfied
If our final response doesn't resolve things, you can escalate to an independent body. The right one depends on the nature of your complaint and your country of residence:
- Data protection — the ICO (UK), the CNIL (France) or your local authority (ARTCI in Côte d'Ivoire, APDP in Benin, ARPD in the DRC). See our Privacy Policy.
- Crypto-asset services (EU) — the national competent authority of the MiCA-authorised partner providing the service. Under MiCA, note that crypto-assets are not covered by an investor-compensation scheme (see our Risk Disclosure).
- Money-transfer & payment services — the complaints and ombudsman route of the licensed money-transfer or payment partner (for example MoneyGram or Transak), disclosed in that partner's terms.
- EU consumers — the European Commission's Online Dispute Resolution platform at ec.europa.eu/consumers/odr.
7. Extra support
If you need help making a complaint — for example because of a disability, language or other circumstances — tell us and we'll adapt. We can accept complaints from someone acting on your behalf with your authority.
8. Contact
- Contact: Contact form