Complaints

This policy provides a clear and accessible framework for lodging a complaint with Jigzo. Its purpose is to ensure that all complaints are handled fairly, consistently, and in a timely manner. We view customer feedback as an invaluable tool for continuous improvement, and this policy is designed to make that process as straightforward as possible.

This policy applies to all corporate clients of Jigzo who are dissatisfied with any aspect of our services. It covers the entire complaint lifecycle, from initial submission and investigation to our final response and your options for escalation. Our goal is to resolve disputes efficiently and transparently, in line with regulatory best practices.

If you are dissatisfied with the service you have received from Jigzo Limited, we encourage you to contact our support team through the platform or using the contact form on our website. Please provide as much detail as possible about your complaint so we can address it appropriately.

We acknowledge your complaint | Within 3 business days

Final response — complaints about payment services | Within 15 business days

Final response — where exceptional circumstances apply | Within 35 business days, with a holding response explaining why

Final response — all other complaints | Within 8 weeks

If we cannot meet a deadline we will tell you before it passes, with the reason and a new date. We will usually contact you by email unless you ask us otherwise.

We investigate what actually happened, review our records, and consider what you were told and what you reasonably understood. We assess whether the outcome was fair — not only whether our terms permitted it.

We will tell you the outcome in plain English, explain our reasons, and set out any redress. Where we have got something wrong we will put it right, which may include correcting the error, refunding fees, or compensating you for loss, distress or inconvenience.

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

Jigzo is committed to continuous improvement and uses feedback from complaints to enhance our services and processes. We value your feedback and appreciate the opportunity to resolve any issues you may have.

You do not currently have a route to the Financial Ombudsman Service in respect of your account. Your relationship in respect of the account is with Jigzo, and Jigzo is not currently an authorised firm, so the Ombudsman cannot consider a complaint about our service. Because you are not the institution's client, you also cannot bring a complaint about your account to the Ombudsman through the institution.

This is important, and we would rather state it plainly than leave you to discover it. Jigzo intends to apply, for registration as a payment institution. When that is granted, eligible clients will be able to refer complaints to the Financial Ombudsman Service, and we will tell you.

For data protection concerns, you may complain to the Information Commissioner's Office — ico.org.uk, 0303 123 1113. We would rather you came to us first, but you do not have to.

Nothing in this policy affects your right to take legal action.