Complaints

If something has gone wrong, we want to know and we want to fix it. This page explains how BPLUS PRO LTD handles complaints about Kudvi.

1. How to complain

Email hello@kudvi.com with the word complaint in the subject line, a description of what happened, the date, any payment references, and what outcome you are seeking. Complaints can be made in English.

2. Acknowledgement

We acknowledge every complaint within 2 business days and give you a reference and the name of the person handling it.

3. Investigation and response

We aim to send a final response within 15 business days. If the matter is complex we will tell you why, keep you updated, and respond in any event within 35 business days.

4. If you are not satisfied

You may escalate the matter in writing to our management at the registered office. Complaints about the handling of personal data can also be raised with the Information Commissioner's Office at ico.org.uk. Complaints about a payment may additionally be raised with your card issuer or bank.

5. Learning from complaints

Complaint outcomes are recorded and reviewed so recurring causes are removed. Records are kept for three years.