Kexx Ltd (CIC Tribe) – Complaints Procedure
Last updated: September 2026
Our Commitment
Kexx Ltd operates CIC Tribe and is committed to providing a professional and high-quality service to our customers and members.
We recognise that occasionally a customer may be dissatisfied with a service or decision. We take genuine complaints seriously and will make reasonable efforts to investigate concerns fairly and resolve disputes wherever possible.
We ask customers to raise complaints directly with us so that we have an opportunity to understand the issue and respond.
1. Providing Feedback
We welcome constructive feedback about our services, membership, training and customer experience.
Feedback can be sent to:
Reviews can also be submitted through our designated review channels.
2. Making a Complaint
If you wish to make a formal complaint, please email:
Please include:
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Your full name and email address associated with your account
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The product, membership or service concerned
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A clear explanation of your complaint
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Relevant dates and supporting information
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Details of any previous correspondence about the matter
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The outcome you are seeking
Providing this information will help us investigate your complaint properly.
3. Our Response
We will acknowledge or respond to complaints as soon as reasonably practicable.
More complex complaints may require additional investigation. We aim to provide a substantive response within 14 dayswhere reasonably possible. If additional time is required, we will let you know.
Complaints may be reviewed by appropriate members of the Kexx Ltd team and, where necessary, professional or legal advisers.
4. Refund Requests
Refund eligibility is governed by the Terms and Conditions applicable to the product or service purchased, together with any statutory rights that apply.
Before requesting a refund, customers should review the relevant Terms and Conditions.
A refund request should be sent to:
Please explain:
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What you purchased
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When you purchased it
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Why you believe a refund is due
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The relevant provision of the Terms and Conditions, where applicable
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Any evidence supporting your request
Submitting a complaint or refund request does not automatically create an entitlement to a refund.
Nothing in this Complaints Procedure or our Terms and Conditions is intended to exclude or restrict any statutory consumer rights that cannot lawfully be excluded.
5. Further Review
If you remain dissatisfied after receiving our response, you may ask us to review the matter again.
Please explain which part of our response you disagree with and provide any additional information or evidence you would like us to consider.
Where we believe it would assist in resolving the dispute, we may offer a telephone or online meeting.
We encourage both parties to make reasonable attempts to resolve disputes through correspondence or discussion before considering formal legal proceedings.
6. Respectful Communication
Customers are entitled to complain, disagree with us, leave lawful reviews and exercise their legal rights. Making a genuine complaint will not result in a customer being penalised.
However, Kexx Ltd will not tolerate threatening, abusive or harassing behaviour towards staff, contractors, customers or members.
This includes repeated unwanted contact, threats, discriminatory abuse, intimidation, publishing private information, or other behaviour that goes beyond reasonable communication of a complaint.
Where communication becomes abusive, threatening or unreasonably persistent, we may:
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Require future communication to be made through one designated channel
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Limit the frequency of correspondence where appropriate
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Block individuals from social media or community platforms where necessary to protect staff or members
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Preserve relevant communications and evidence
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Seek professional or legal advice
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Report conduct to the appropriate authorities where we reasonably believe this is necessary or required by law
Any such action will be considered according to the circumstances and will not prevent a person from exercising legitimate legal rights.
7. Social Media and Public Comments
We encourage customers with service complaints to contact us directly so that we have an opportunity to investigate and respond.
We reserve the right to moderate content posted on platforms or communities controlled by Kexx Ltd in accordance with our community rules.
Content may be removed where appropriate, including content containing threats, harassment, discriminatory abuse, personal information, spam, defamatory allegations or material that breaches applicable platform rules or law.
We will not remove or take action against someone merely because they have expressed a genuine negative opinion or made a legitimate complaint.
8. Legal Proceedings
We hope that complaints can be resolved directly between Kexx Ltd and the customer.
Nothing in this procedure prevents either party from exercising their legal rights or commencing legal proceedings where appropriate.
If legal proceedings are commenced, Kexx Ltd reserves the right to defend the claim, rely upon relevant contractual terms and evidence, seek legal advice, bring any legitimate counterclaim where appropriate, and seek recovery of costs or expenses where permitted by the applicable court rules and law.
The question of whether costs are recoverable, and the amount recoverable, is ultimately determined by the applicable rules and, where relevant, the court.
9. Records and Evidence
We may retain relevant correspondence, account information, contractual documents and other records relating to a complaint where reasonably necessary to:
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Investigate and respond to the complaint
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Establish what services were provided
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Resolve a dispute
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Meet legal or regulatory obligations
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Establish, exercise or defend legal claims
Personal information will be handled in accordance with our Privacy Policy and applicable data protection law.
10. Contact Details
Formal complaints and refund requests should be sent to:
Email: support@cictribe.co.uk
Kexx Ltd
Old Bike Shed
New Street
Penzance
Cornwall
TR18 2LZ
Our Aim
Our aim is to deal with genuine complaints professionally, fairly and efficiently while maintaining appropriate boundaries for the protection of our customers, members and team.