The process depends on where you are based. Go to the section for your country:
UK customers – complaints handled under FCA rules, with the Financial Ombudsman Service
Ireland customers – complaints handled under Central Bank of Ireland rules, with the Financial Services and Pensions Ombudsman
Making a complaint is free and does not affect your legal rights.
UK customers
Who we are (UK)
Kota is a trading name of Yonder Financial Technology Limited (company number 14135818), registered in England and Wales. Our registered office is Uncommon Liverpool Street, 34–37 Liverpool Street, London EC2M 7PP.
Yonder Financial Technology Limited is an appointed representative of Innovative Risk Labs Ltd (IRL). IRL is authorised and regulated by the Financial Conduct Authority (FCA), reference number 609155. IRL is our principal and is responsible for complaints about our regulated insurance business.
How to complain (UK)
You can complain to Kota or directly to IRL.
Contact Kota
Email: [email protected] (please put ‘complaint’ in the subject line)
Post: 34–37 Liverpool Street, London EC2M 7PP
Or contact our principal, Innovative Risk Labs Ltd
Phone: 0330 122 6755
Email: [email protected] (please put “Complaint” and “Kota” in the subject line)
Post: Complaints, Innovative Risk Labs Ltd, 3rd Floor, 86–90 Paul Street, London EC2A 4NE
What happens next (UK)
Quick resolution: If we resolve your complaint to your satisfaction by the end of the third business day after we receive it, we will write to confirm this. We will also tell you that you can still refer it to the Financial Ombudsman Service if you change your mind later.
Acknowledgement: Otherwise, we will acknowledge your complaint in writing promptly, normally within 5 business days. We will tell you who is dealing with it and that we will respond within 8 weeks.
Updates: We will keep you up to date while we investigate.
Within 8 weeks: By the end of 8 weeks from the date we receive your complaint, we will send you either our final response, or a written response explaining why we cannot yet give one, when we expect to, and that you can refer your complaint to the Financial Ombudsman Service now.
Our final response: We will explain our findings and decision, any offer we make to put things right, and your right to refer your complaint to the Financial Ombudsman Service. We will include a copy of the Ombudsman’s consumer leaflet or a link to it.
Financial Ombudsman Service (UK)
If you are not happy with our final response, or we have not sent it within 8 weeks, you may be able to refer your complaint to the Financial Ombudsman Service. It is free and independent.
You must refer your complaint within six months of the date of our final response. If you do not, the Ombudsman will not have our permission to consider it, and can only do so in very limited circumstances, for example if it believes the delay was due to exceptional circumstances.
Post: Financial Ombudsman Service, Exchange Tower, London E14 9SR
Phone: 0800 023 4567
Email: [email protected]
Website: www.financial-ombudsman.org.uk
The Ombudsman can consider complaints from consumers and from some businesses, charities and trustees, such as micro-enterprises and small businesses that meet its eligibility rules. Not every business customer is eligible. The Ombudsman’s website explains who can complain.
Financial Services Compensation Scheme (UK)
Your insurer
If the insurer cannot meet their obligations, you may be entitled to compensation from the Financial Services Compensation Scheme (FSCS). This depends on the type of insurance and your circumstances, and not all business customers are eligible.
Website: www.fscs.org.uk
Phone: 0800 678 1100
Ireland customers
How to complain (Ireland)
Contact Kota
Email: [email protected] (please put ‘complaint’ in the subject line)
Post: 21 Holles Street, Dublin 2, D02 HR94
Phone: 0800 023 4567
What happens next (Ireland)
Acknowledgement: We will acknowledge your complaint on paper or another durable medium within 5 business days of receiving it, and tell you who is dealing with it.
Updates: We will update you at least every 20 business days while we investigate.
Within 40 business days: We aim to resolve your complaint within 40 business days. If we cannot, we will tell you why, when we expect to finish, and that you can refer your complaint to the Financial Services and Pensions Ombudsman.
Our final response: Within 5 business days of completing our investigation, we will write to you with the outcome, any offer we make, and your right to refer your complaint to the Ombudsman, with its contact details.
Financial Services and Pensions Ombudsman (Ireland)
If you are not happy with our final response, you may be able to refer your complaint to the Financial Services and Pensions Ombudsman (FSPO). It is free and independent. You must complain to us first.
Post: Financial Services and Pensions Ombudsman, Lincoln House, Lincoln Place, Dublin 2, D02 VH29
Phone: +353 1 567 7000
Email: [email protected]
Website: www.fspo.ie
The FSPO can consider complaints from consumers, including small businesses with an annual turnover of up to €3 million, and some charities, clubs and partnerships. Time limits apply. The FSPO’s website explains who can complain and when.
Compensation (Ireland)
Your insurer
If an insurer cannot meet their obligations, you may be protected by the Insurance Compensation Fund.
Online Dispute Resolution
Under European Union rules, as we provide financial services online we're obliged to inform you of the European Commission's Online Dispute Resolution (ODR) platform. The ODR platform is in place to help consumers resolve disputes about products or services purchased online if they remain unhappy with the response they have received from a trader in the EU.
To use the ODR platform https://ec.europa.eu/odr you will need the following information: [email protected]
For all customers (UK and Ireland)
Complaints about a claim or the policy itself
If your complaint is about a claims decision under a policy, it may be handled by the insurer. If so, we will pass your complaint to the insurer and let you know.
Help making a complaint
If you need this information in another format, such as large print, Braille, audio or another language, please ask us.
If you have a disability, a health condition or are going through a difficult time, tell us and we will adjust how we deal with you, for example by calling at a time that suits you or communicating in writing only.
You can ask someone else, such as a friend, relative or adviser, to complain on your behalf. We will need your permission to deal with them.
Making a complaint does not affect your legal rights.
Last updated: October 2026