Kita Complaints Policy and Procedure Summary

1. Complaints Manager

The Complaints Manager is Melanie Martin (General Counsel) complaints@kita.earth

2. Definition of a Complaint

The FCA defines a complaint as any oral or written expression of dissatisfaction from or on behalf of a client, whether justified or not, which includes an actual or potential financial loss, material distress or material inconvenience.

3. Complainants

Kita deals only with professional clients and will engage and treat all customers on the basis that they are commercial entities. This means that they may not be eligible complainants, as defined by the FCA.

4. Lloyd’s of London Complaints Process

Kita does not have authority to handle complaints in relation to any activity undertaken in Kita’s capacity as a Lloyd’s Coverholder or to offer redress to resolve them. Any such complaints will be acknowledged by Kita and referred to Lloyd’s Underwriters.

5. Kita Complaints Process

For complaints not related to any activity undertaken by Kita as a Lloyd’s Coverholder, we will acknowledge receipt within 3 business days, investigate the matter and consider appropriate redress or remedial action.

We will issue a final response to the complainant within 8 weeks and inform the complainant about their options for onward referral to the Financial Ombudsman Service. They may also choose to contact the FCA or seek legal redress.