Complaints

If you use Kalplex for your business

Email complaints@kalplex.com with your account email, what went wrong, when it happened and what you would like us to do.

• We will acknowledge your complaint within 2 business days.
• We aim to send a full response within 15 business days. If we need longer, we will tell you why and when to expect it.
• If you are unhappy with our response, reply asking for it to be reviewed by a senior member of our team.

Complaints about payment processing, payouts or your GoCardless account are handled by GoCardless — see its dispute resolution page.

If you were debited by a business that uses Kalplex

Contact the business first: it is responsible for your payments and can resolve most issues directly.

Your bank can refund any Direct Debit payment within 8 weeks, or within 13 months if it was not authorised. See Information for payers.

If the business does not respond or you believe it is misusing Direct Debit, tell us at complaints@kalplex.com. We cannot reverse payments ourselves, but we will investigate under our Acceptable Use Policy and work with GoCardless where needed.

Data protection complaints

Contact privacy@kalplex.com. You can also complain to your data protection authority.