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 individual and corporate customers 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 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.

If you are not satisfied with our response or if the issue is not resolved within the communicated timeframes, you have the right to escalate your complaint to the appropriate regulatory body. Depending on the nature of your complaint and your jurisdiction, this may include the Financial Transactions and Reports Analysis Centre of Canada (FINTRAC) for compliance-related issues, or the Information Commissioner's Office (ICO) in the United Kingdom for data protection concerns. We will provide you with the relevant contact details and guidance to escalate your complaint upon request.

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.