Complaints Procedure

Complaints Procedure

KTM London is committed to providing products and service of the highest standard. This page outlines our complaints handling process relating to Finance and Insurance products which are regulated by the Financial Conduct Authority (FCA).

If for any reason you feel we have not lived up to your expectations or you are not entirely satisfied with any aspect of our service please let us know. The information shown below provides a brief overview of how we deal with complaints, our customer complaints process and where to direct any complaints.

KTM London will investigate all complaints competently, diligently and impartially, obtaining additional information as necessary. Every complaint will be assessed fairly, consistently and promptly taking into account all relevant factors to ensure a fair outcome for the customer.

Contact us

For a new complaint, please contact us in one of the following ways;

  • Phone: 02045859776
  • Email:
  • Post: KTM London, 71 Albert Embankment, London SE1 7TP

What you will need to provide

To help us investigate and try to resolve your complaint, please provide us with the following information: your name and address; details of how we can contact you; a clear description of your complaint; details of what you would like us to do to rectify the situation; and if appropriate, copies of any relevant supporting documentation.

What we will do

We will do our best to resolve your complaint as quickly as possible and we will confirm the resolution to your complaint in writing.

In addition, we will:

  • provide a written acknowledgment of your complaint, setting out our understanding of your complaint within five working days, and;
  • keep you informed of any updates in our investigation until your complaint is resolved, and;
  • within eight weeks of the date of your complaint we will issue you with a final response detailing our conclusion and resolution.

If you are still not happy

If you are dissatisfied with either our final response, or the reasons for any delay in providing our final response within eight weeks from the day we received your complaint, you can usually ask the the Financial Ombudsman Service for an independent review.

To be able to ask them for an independent review you must have given us the opportunity to find a resolution first and you must be: a private individual, or a business, charity or trust with an annual turnover of less than 2 million euros and fewer than 10 employees. If you wish to pursue your complaint to the Financial Ombudsman Service you must do so within 6 months from the date on which we send you our final response letter.

The Financial Ombudsman Service

  • Phone: 0300 123 9 123 Calls are charged at the local rate, plus your phone company’s access charge.
  • Email:
  • Post: The Financial Ombudsman Service, Exchange Tower, London E14 9SR