Complaints Procedure

If something has gone wrong, we want to know. This draft procedure explains how to complain to THEKINGDELLY LTD about KingXchange, how the complaint will be handled, and what you can do if you are not satisfied with the outcome.

Send your complaint through the contact page with the category set to “Complaint”, or email thekingdellyltd@gmail.com. If you hold an account, please write from the email address registered to it so we can locate your records.

Please include: your name and account email, what happened and when, any transaction reference, the outcome you are seeking, and copies of any supporting documents. Do not send passwords or full card numbers.

We will acknowledge your complaint by email and record it, then investigate the circumstances with the information available.

Our internal targets, which remain subject to legal review, are to acknowledge within five business days and to give a final response within fifteen business days. Where a complaint needs longer — for example because it depends on a third-party provider — we will tell you why and when to expect an update.

If you disagree with the outcome, reply to the response and ask for the complaint to be escalated. It will be reviewed again at a more senior level, and you will be told the final position in writing.

Where the relevant activity is regulated, you may be able to refer the matter to an external body after our final response. In Nigeria, this may include the consumer protection function of the Central Bank of Nigeria or the Securities and Exchange Commission for activities within their remit. In the United Kingdom, the Financial Ombudsman Service is available only where the firm is authorised for the activity concerned. In the European Union, the relevant national competent authority or ombudsman for the activity may be available.

KingXchange does not currently claim authorisation in any of these jurisdictions, so external escalation routes that depend on authorisation are not available today. This section must be confirmed by counsel once the regulatory position is established.

If your complaint concerns how personal data has been handled, you may also contact the Nigeria Data Protection Commission, the Information Commissioner's Office in the United Kingdom, or the data protection authority in your EU member state.

Complaints are logged, including the outcome, so that recurring causes can be identified and corrected. Records are kept for as long as needed to demonstrate that a complaint was handled properly.