Public policy register · Doc KFF-POL-CMP-004Classification: Public

Office of the Chief Editor · Feedback & Redress

ComplaintsHandling Policy

How Kenya Forex Firm receives, investigates and resolves complaints - from a spotted typo in a broker review to a formal right-of-reply or a privacy concern. One written procedure, published in full: free, confidential, and timed to the business day, aligned with ISO 10002 and Kenyan consumer and data-protection law.

Lodge a complaint now Read the full procedure ↓

No charge, ever
Confidential by default
Right of reply guaranteed
Independent external recourse

Document controlREV 3.2

Document ID: KFF-POL-CMP-004
Version: 3.2 - current
Effective date: 12 January 2026
Next review: 12 January 2027
Review cycle: Annual (each January) + on material change
Policy owner: Patrick Mahinge - Founder & Chief Editor
Approved by: Editorial Board, Kenya Forex Firm
Applies to: All publications & services, incl. blog & reviews

Questions on this document? Write to help@kenyaforexfirm.com

In effect

Acknowledgement

≤ 2 days

Full decision

≤ 10 days

0business daysto acknowledge every complaint

0business daystarget for a full written response

0business daysabsolute ceiling for complex cases

0business daysbetween progress updates on long cases

0KEScharged - the procedure is free at every level

0levelsof escalation, ending with independent bodies

Every complaint logged & referencedAcknowledged within 2 business daysDecision within 10 business daysFree at every levelConfidential under the Data Protection Act, 2019Right of reply for brokers & brandsIndependent external recourseReviewed annually by the Chief Editor

Clause 00 - Start here

Lodge a complaint

Pick any channel below - all are free and routed to the same Complaints Desk queue in Westlands, Nairobi. Prefer a guided format? The composer drafts your email for you.

Email the Complaints Desk
Acknowledged ≤ 2 business days
help@kenyaforexfirm.com
Primary channel. Attach screenshots and URLs. Reference number issued within 1 business day.
Use this channel
Contact form
Acknowledged ≤ 2 business days
kenyaforexfirm.com/contact
Select “Complaint” as the subject. The form routes directly to the Complaints Desk queue.
Use this channel
Phone (Nairobi office)
Same-day logging
+254 710 251 380
Mon - Fri, 08:00 - 17:00 EAT. Calls are logged; we will ask for your complaint in writing to open a formal case.
Use this channel
Registered post
Acknowledged ≤ 2 business days of receipt
Kenya Forex Firm, Westlands, Nairobi, Kenya
Mark the envelope “Complaints Desk - Private & Confidential”. Date of receipt is the postal delivery date.

Complaint composerPROV. REF KFF-2026-757

Constitution of the procedure

Purpose & scope

1.1 Purpose. This policy sets out how Kenya Forex Firm ("KFF", "we", "us") receives, records, investigates, responds to and learns from complaints. It exists so that every reader, trader, student, broker, advertiser and member of the public has a dependable, written route to put us right - and to hold us to account when we are wrong.

1.2 Scope. The procedure applies to everything we publish and provide: our broker reviews and rankings (kenyaforexfirm.com/best-brokers), the articles on our blog, trading guides and strategy content, training programmes and services, advertising and sponsored placements, the conduct of our staff and partners, and our processing of personal data.

1.3 Who may complain. Anyone, anywhere - on their own behalf or, with written authorisation, on behalf of another person (for example a family member of a student, or a compliance officer acting for a broker).

1.4 Outside this procedure. Disputes between you and a broker (deposits, withdrawals, execution) belong to the broker and its regulator - see clause 09. Complaints about third-party websites we link to are forwarded to their owners where practical. Frivolous or vexatious complaints are still logged, but may be closed early with written reasons, consistent with clause 10.4.

1.5 Legal and normative basis. This procedure is drafted with regard to the Consumer Protection Act, 2012 and the Data Protection Act, 2019 (Kenya), the Media Council Act, 2013, the advertising code administered by the Advertising Standards Council of Kenya, and the guidance in ISO 10002:2018 (quality management - customer satisfaction - guidelines for complaints handling in organizations).

Definitions

What counts as a complaint

2.1 A complaint is any expression of dissatisfaction - however communicated and whether or not it uses the word "complaint" - about our content, services, people or partners, where a response or remedy is expected. Compliments, general feedback and questions are welcomed but follow our ordinary correspondence routes; if you are dissatisfied, this policy governs.

Code	Category	Covers
ACC	Content accuracy	Factual errors in broker reviews, rankings, guides or market commentary.
ROR	Right of reply / correction	Brokers or brands named in our coverage requesting a formal reply or correction.
AFF	Affiliate & disclosure	Concerns about affiliate links, referral arrangements or how commercial relationships are disclosed.
ADV	Advertising & sponsored content	Misleading advertising, unlabeled advertorials or placement disputes.
PRV	Privacy & personal data	Handling of personal data under the Data Protection Act, 2019 (Kenya).
IPR	Copyright & intellectual property	Alleged infringement of third-party copyright, trademarks or content ownership.
CMY	Comments & community conduct	Abusive, misleading or unlawful user-generated content on our pages.
ACC2	Accessibility	Barriers experienced by users with disabilities across our publications.
CDT	Staff or partner conduct	Behaviour of editors, analysts, trainers or commercial partners.

How we behave

Guiding principles

Impartial

No editor investigates their own article alone - every finding is second-reviewed. Conflicts of interest are screened at assignment.

Visible & accountable

The procedure is public, every case is referenced and logged, and outcomes feed a quarterly quality review.

Confidential

Handled need-to-know, stored under the Data Protection Act, 2019, and never published with your identity.

Free & accessible

No charge at any level; English and Kiswahili; multiple channels including post and phone.

Responsive

Timed commitments from acknowledgement to decision, with progress updates on long cases.

Improvement-led

The point of a complaint is a better publication - recurring findings change our editorial guidelines.

Your part

What to include in a complaint

4.1 A well-formed complaint lets us move fast. Where possible, include:

4.1
Your full name and a contact channel - email is preferred; a phone number is welcome.
4.2
The content concerned - article URL, headline and publication date - or the service, event or advert in question.
4.3
The category - from the table in clause 02 (accuracy, right of reply, disclosure, privacy…).
4.4
What happened - a factual account: what is wrong, when you saw it, why it matters.
4.5
Your evidence - screenshots, trade records, emails, receipts - anything that helps verification.
4.6
The remedy you seek - correction, clarification, removal, apology, refund, policy change…
4.7
If acting for someone else - their written authorisation and their preferred contact details.

4.2 An incomplete complaint is still a complaint. We accept it, log it, and the desk will request anything missing within 2 business days. The response clock pauses only while we wait on information we have asked you for.

Our commitments

Service standards & what happens if we miss them

Commitment	Standard	If we miss it
Acknowledgement	Within 2 business days, in writing, naming your case officer.	The case is auto-escalated to the Chief Editor's office and you are told so.
First written decision	Within 10 business days of lodgement.	You receive the reason for delay and a firm new date; delays beyond day 20 require Chief Editor sign-off.
Progress updates (complex cases)	At least every 5 business days until closure.	Absence of an update is itself grounds for a Level 2 appeal.
Level 2 appeal review	Within 10 business days of receiving your appeal.	The appeal is deemed upheld for re-hearing before an external mediator at our cost.
Published corrections	Live within 5 business days of a verified accuracy finding.	A dated correction note is added to the article and you are notified.
Cost	Free at every level.	Not applicable - we never invoice a complainant.

5.2 Business days are Monday to Friday, excluding Kenyan public holidays. Deadlines are measured in East Africa Time (EAT, UTC+3).

Step by step

The procedure

6.1 Every complaint moves through the same six stages. You will always know which stage your case is in and who owns it.

0
S0Lodgement & logging
Day 0 - 1
Your complaint is entered into the complaints register and assigned a unique reference in the format KFF-2026-###. You receive the reference by email or SMS.
Owner · Complaints Desk
1
S1Acknowledgement
Within 2 business days
We confirm receipt in writing, name the officer handling your case, and flag anything we need from you (e.g. the article URL, screenshots, account context).
Owner · Complaints Desk
2
S2Assessment & assignment
Within 3 business days
The complaint is categorised (accuracy, disclosure, privacy…), severity-graded, and routed to the responsible editor. Conflicts of interest are screened out at this point.
Owner · Managing Editor
3
S3Investigation & draft findings
Target: day 10
We re-check the facts against source material, trading records and screenshots, and invite comment from any editor or broker named. A draft response is prepared.
Owner · Responsible Editor
4
S4Decision & written response
Within 10 business days
You receive a full written decision: what we found, what we will do (correction, clarification, takedown, apology, no action - with reasons), and how to appeal.
Owner · Chief Editor's office
5
S5Complex-case extension
Up to 20 business days
Where evidence is voluminous or third parties must respond (e.g. a broker's compliance team), the ceiling is 20 business days - with a progress update every 5 business days.
Owner · Chief Editor's office

When you are not satisfied

Escalation ladder

7.1 Three levels, each with its own owner and clock. Escalating never costs anything and never prejudices your case.

Level 1

Days 0 - 10

Complaints Desk & Responsible Editor

First-line editorial handling

All complaints start here. The desk logs, triages and investigates; the responsible editor issues the first written decision.

Write to help@kenyaforexfirm.com

Level 2

Appeal within 10 business days of the Level 1 decision · reviewed within 10 business days

Appeal to the Founder & Chief Editor

Patrick Mahinge

If you believe the process or outcome was flawed, appeal in writing citing your reference number. The Chief Editor re-examines the file de novo and issues a final internal decision with reasons.

Appeal to help@kenyaforexfirm.com, attn: Chief Editor

Level 3

At any time after the Level 2 decision

Independent external recourse

Bodies listed in clause 09

You may take the matter to the appropriate independent body - Advertising Standards Council of Kenya, Media Council of Kenya, ODPC, KECOBO or the courts. We cooperate fully and honour published rulings.

We will share your case file with the body on your instruction

The complaints register

Records & confidentiality

8.1 Every complaint is entered in the complaints register, which records: reference, dates, category, channel, case officer, status, decision, remedy and the lesson captured. References follow the format KFF-YYYY-###.

8.2 Retention. Case files are retained for 3 years after closure, then securely destroyed, unless a longer period is required by law or ongoing proceedings.

8.3 Confidentiality. Files are accessible only to the Complaints Desk, the responsible editor and the Chief Editor's office. We do not publish complainant identities, and brokers are shown only the parts of a file they need to answer. Statistics are published in anonymised, aggregated form only.

8.4 Your data rights. Personal data in a case file is processed under the Data Protection Act, 2019. You may request access, correction or deletion of your data via support@kenyaforexfirm.com - see our Privacy Policy.

Beyond Kenya Forex Firm

Independent external recourse

9.1 Internal resolution is faster and free, but it is never the end of the road. After a Level 2 decision - or at any time, if you prefer - you may take the matter to an independent body. On your written instruction we will share your case file with that body and comply with its published rulings.

Advertising Standards Council of Kenya (ASK)

Advertising, sponsored content and marketing communications complaints.

Go here when: You believe an advertorial, banner or sponsored placement on our site is misleading or non-compliant with Kenya's advertising code.

Media Council of Kenya (MCK)

Editorial conduct and media ethics under the Media Council Act, 2013.

Go here when: You dispute editorial decisions, fairness or accuracy of our journalism after internal appeal.

Office of the Data Protection Commissioner (ODPC)

Personal data protection under the Data Protection Act, 2019.

Go here when: Your complaint concerns how we collect, store or share personal data and our internal route has not resolved it.

Kenya Copyright Board (KECOBO)

Go here when: An intellectual-property complaint requires formal adjudication or mediation.

Capital Markets Authority (CMA)

Regulation of licensed forex brokers in Kenya under the Capital Markets Act.

Go here when: Your grievance is with a broker itself (funds, withdrawals, execution). Kenya Forex Firm is a publisher - broker disputes go first to the broker, then to the CMA or the broker's offshore regulator.

Kenya National Consumer Federation & Small Claims Court

Consumer protection under the Consumer Protection Act, 2012.

Go here when: A consumer-redress route for paid services (e.g. training programmes) you purchased from us.

9.2 Broker disputes, precisely. Kenya Forex Firm is a publisher and training academy - not a broker, and we never hold client funds. If a broker owes you money or mishandled your account: (a) exhaust the broker's own complaints procedure; (b) escalate to the Capital Markets Authority if the broker is CMA-licensed, or to its offshore regulator (FCA, CySEC, FSCA, etc.) if not; (c) if your experience shows our review of that broker was wrong, file an accuracy complaint with us and we will re-test and amend it where the evidence justifies.

Your safeguards

Protections & fairness

10.1 No retaliation. Complainants - including brokers and advertisers - are never penalised. A complaint, or a decision to withdraw advertising or affiliate business from us, never influences a review score, ranking position or coverage decision. Our editors' compensation is not tied to affiliate revenue from any single broker.

10.2 Impartiality screens. A case is re-assigned where the investigator authored the content complained of (a second reviewer verifies the finding), has a personal or financial interest in the outcome, or has previously advised the complainant.

10.3 Representation. You may be accompanied or represented at any stage - by a lawyer, a consumer body or a family member - and may use English or Kiswahili throughout.

10.4 Vexatious or unreasonable complaints. Where a complaint is repetitive, abusive or made in bad faith, we may (a) respond at a single senior level, (b) require future contact through one channel, or (c) in clear cases, close the file with written reasons. This power is exercised by the Chief Editor only, and every such decision is appealable under clause 07.

Learning from complaints

Monitoring & review

11.1 Quarterly review. The Chief Editor reviews a register summary every quarter: volumes by category, acknowledgement and resolution rates, appeal rate, recurrence of past findings, and lessons that should change editorial guidelines, broker re-testing cadence or staff training.

11.2 KPIs we track. (i) % of complaints acknowledged within 2 business days - target 100%; (ii) % resolved within 10 business days - target ≥ 90%; (iii) % of Level 1 decisions appealed - and how many of those succeed; (iv) median time to correction for verified accuracy findings.

11.3 Annual policy review. This document is reviewed every January, or sooner after any material change to our operations or to Kenyan law. Changes are versioned in clause 12 and the effective date updated in the document-control panel above.

11.4 Transparency. An anonymised annual complaints summary is available on request by writing to help@kenyaforexfirm.com.

Document control

Version history

Rev	Date	Author	Changes
3.2Current	12 Jan 2026	P. Mahinge	Added accessibility category; aligned timeframes with ISO 10002; refreshed external-body list (ODPC, ASC); JSON-LD actionableFeedbackPolicy publication.
3.1	15 Jan 2025	P. Mahinge	Introduced 5-day progress updates on complex cases; clarified broker right-of-reply evidence standard.
3.0	09 Jan 2024	Editorial Board	Full restructure: three-level escalation ladder; complaints register under the Data Protection Act, 2019.
2.0	11 Jan 2021	P. Mahinge	First public version of the modern policy; added affiliate-disclosure complaint category.
1.0	2014	P. Mahinge	Internal complaints note at founding of Kenya Forex Firm.

Common questions

Frequently asked questions

Q.1 The questions below are answered with the same care as a formal complaint - and are mirrored in this page's FAQPage structured data for search engines.

Any expression of dissatisfaction about our content, services, staff or partners - including requests for correction, right of reply, disclosure concerns, privacy issues or conduct matters. You do not need to use the word “complaint”; if you are dissatisfied, we treat it as one.

Nothing. Lodging, investigating and appealing a complaint is free at every level, including the Chief Editor appeal. External bodies such as the ASC or ODPC set their own (usually nominal or free) fee structures.

We acknowledge every complaint within 2 business days and aim for a full written decision within 10 business days. Complex cases run to a 20-business-day ceiling, with a progress update every 5 business days until closure.

Yes - that is the Right of Reply (category ROR). Brokers may submit factual corrections with evidence at any time. We verify against primary sources (live account testing, regulatory registers, execution logs). Verified errors are corrected within 5 business days and the correction is noted in the article. Opinions and scoring methodology stand on their own and are not subject to correction, though they can be appealed through Level 2.

Appeal to the Founder & Chief Editor within 10 business days of the Level 1 decision, quoting your reference number. If the internal process ends without satisfaction, clause 09 lists the independent bodies open to you - we will hand over your case file on instruction.

Yes. Complaints are handled on a need-to-know basis, stored in the complaints register under the Data Protection Act, 2019, and retained for 3 years after closure. We never publish complainant identities. Anonymised, aggregated data is used in our quarterly quality review.

Partly. Disputes about deposits, withdrawals or execution belong to the broker and, failing that, the CMA (for CMA-licensed brokers) or the broker's offshore regulator. Our role: if your dispute reveals our review was wrong or outdated, file an accuracy complaint and we will re-test and amend the review where justified.

Yes. Anonymous complaints are logged and investigated, but note we cannot issue updates, request further evidence or deliver a written decision without a contact channel. Providing at least an email address is strongly recommended.

Every complaint is coded by category and outcome. The Chief Editor reviews a register summary quarterly; recurring issues trigger editorial-guideline changes, re-testing of broker reviews, or staff training. Material changes to this policy are versioned in clause 12.

For developers & crawlers

Structured data - actionableFeedbackPolicy

LD.1 This page is the target of the actionableFeedbackPolicy property on Kenya Forex Firm's NewsMediaOrganization entity, alongside a WebPage and FAQPage graph. The identical JSON-LD is injected into this document's <head> at render time - what you see below is what crawlers read.

application/ld+json · 3 graphs

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LD.2 Canonical location. https://kenyaforexfirm.com/complaints-handling-policy/ - referenced by actionableFeedbackPolicy, publishingPrinciples and the organization's complaints ContactPoint.

ComplaintsHandling Policy

Lodge a complaint

Email the Complaints Desk

Contact form

Phone (Nairobi office)

Registered post

Purpose & scope

What counts as a complaint

Guiding principles

Impartial

Visible & accountable

Confidential

Free & accessible

Responsive

Improvement-led

What to include in a complaint

Service standards & what happens if we miss them

The procedure

S0Lodgement & logging

S1Acknowledgement

S2Assessment & assignment

S3Investigation & draft findings

S4Decision & written response

S5Complex-case extension

Escalation ladder

Complaints Desk & Responsible Editor

Appeal to the Founder & Chief Editor

Independent external recourse

Records & confidentiality

Independent external recourse

Advertising Standards Council of Kenya (ASK)

Media Council of Kenya (MCK)

Office of the Data Protection Commissioner (ODPC)

Kenya Copyright Board (KECOBO)

Capital Markets Authority (CMA)

Kenya National Consumer Federation & Small Claims Court

Protections & fairness

Monitoring & review

Version history

Frequently asked questions

Structured data - actionableFeedbackPolicy