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Legal

Complaints and escalation

If something goes wrong, write to us first — but the escalation route exists whether or not we handle it well, and it is stated here in full.

How it works

  1. You tell us.

    Use the form below, the app, or email. Include what happened and what you would like done about it.

  2. We acknowledge in writing.

    Within 2 working days, with a named point of contact and a reference — not a ticket number and nothing else.

  3. We investigate and answer.

    We aim to resolve within 15 working days, and we write to you with the outcome and the reasoning behind it.

  4. You escalate if you want to.

    If you are not satisfied with our final response, you may escalate to the Central Bank of Kuwait. Escalation is free and does not affect your membership.

Make a complaint

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Acknowledged in writing within two working days.

We use what you send here to answer you, and for nothing else. Write to hello@depozit.app to have it deleted.

The escalation route

Regulator
Central Bank of Kuwait
Our regulatory status
Registration with the Central Bank of Kuwait is in progress. We are not yet authorised to issue cards.
Cost to you
Escalation to the regulator is free.
Effect on your membership
None. Escalating does not affect your card, your holds, or your standing with us.

Registration with the Central Bank of Kuwait is in progress. We are not yet authorised to issue cards.

Our four-contract structure has been submitted to an independent Sharia Supervisory Board for ruling.

BIN sponsorship is under negotiation with a Visa principal member.

Depozit does not offer credit. There is no credit line, no revolving balance, and no interest charged or paid on any part of this product. The guarantee covers 90% of the KD 500 ceiling; the remaining KD 50 is the cardholder's own responsibility.