Legal & compliance


1. General

At Jigzo Limited, we are committed to providing a high standard of service to all our customers. However, we acknowledge that sometimes things may not go as planned. This policy outlines how to lodge a complaint and how we will handle it. We aim to resolve complaints efficiently and effectively in a manner that respects your privacy and the seriousness of the issue.

2. How to make a complaint

If you are dissatisfied with the service you have received from Jigzo Limited, we encourage you to contact us. Please provide as much detail as possible about your complaint so we can address it appropriately.

3. What happens next

We will be in touch within three business days to try and resolve your issue for you. If we
are unable to resolve your complaint at this time, you should know that we're typically
allowed up to eight weeks to investigate a complaint and send you a final response. We
aim to complete all complaints within 15 days. However, if that is not possible, we will contact you within 15 days and explain the reasons for the delay in resolving your complaint and specify a deadline for future response. We will usually contact you by email unless you ask us otherwise.

4. Following our response

If you are not satisfied with our response or if the issue is not resolved within the communicated timeframes, you have the option to escalate your complaint to FINTRAC, especially if it pertains to compliance issues under their regulatory scope.

Visit the FINTRAC contact page for instructions on how to proceed.

5. Confidentiality

All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection laws.

6. Regulatory information

Jigzo Limited is a fintech company registered in England and Wales, Companies House number 12014461, and registered at the First Floor 85 Great Portland Street, London W1W 7LT. We are registered with the Information Commissioner's Office under registration ZB299353.

This policy is designed to ensure that all complaints are handled fairly, efficiently, and effectively. Our complaints handling process is regularly reviewed to ensure that we learn from any mistakes and continuously improve our service standards.