Jamboo Limited is committed to providing excellent customer service. However, we understand that there may be occasions when you are not satisfied with our services. This Complaints Procedure outlines how we handle and resolve complaints fairly and efficiently.
Complaints can be submitted through the following methods:
When submitting a complaint, please provide the following information to help us resolve your issue promptly:
- Your full name and contact details
- Your Jamboo account details (username or registered email/phone number)
- Date and time of the incident or transaction in question
- A clear description of the issue or complaint
- Any relevant transaction references or screenshots
- What resolution you are seeking
- We will acknowledge receipt of your complaint within 2 business days
- You will receive a reference number for tracking purposes
- We will confirm the details of your complaint and the next steps
- We will thoroughly investigate your complaint
- We aim to resolve all complaints within 15 business days from receipt
- If we can resolve your complaint sooner, we will do so
If we cannot resolve your complaint within 15 business days:
- We will send you an email clearly explaining the reasons for the delay
- We will provide an updated timeline for resolution
- We will ensure that you receive a final response within an additional 20 business days
- Total maximum timeframe: 35 business days from the date your complaint was received
Our final response will include:
- A summary of your complaint
- Our findings from the investigation
- Our decision and the reasons for it
- Details of any remedy or compensation (if applicable)
- Information about further steps if you remain dissatisfied
If you are not satisfied with our final response, or if we have not resolved your complaint within the specified timeframes, you have the right to refer your complaint to:
Website: www.financial-ombudsman.org.uk
Email: complaint.info@financial-ombudsman.org.uk
Telephone: 0800 023 4567 or 0300 123 9123
Post: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
- You must refer your complaint to the FOS within 6 months of receiving our final response
- The FOS is a free, independent service for resolving disputes between consumers and financial service providers
- You should attempt to resolve your complaint with Jamboo first before contacting the FOS
Jamboo maintains a comprehensive complaints register to track and monitor all complaints. This register includes:
- Unique reference number
- Date complaint received
- Complainant's name
- Nature and details of the complaint
- Actions taken during investigation
- Resolution or outcome
- Date of resolution
- Name of the staff member handling the complaint
- Follow-up actions (if required)
All records related to complaints will be securely maintained for at least **6 years** after resolution, in accordance with applicable UK regulations and best practices.
We handle complaints relating to all aspects of our services, including but not limited to:
- Money transfer services and transactions
- Airtime top-ups and mobile data purchases
- Bill payment services
- Account access and security issues
- Customer service quality
- Fee and charges disputes
- Technical issues with the Jamboo app or website
- Unauthorized or incorrect transactions
- Delays in transaction processing
- Data protection and privacy concerns
Certain complaints require immediate attention and will be prioritized:
- Suspected fraud or security breaches
- Unauthorized access to your account
- Data protection breaches
- System errors affecting your transactions
- Financial loss or harm
If your complaint falls into any of these categories, please clearly indicate this when submitting your complaint, and we will treat it with the highest priority.
At Jamboo, we are committed to:
- Treating all complaints seriously and with respect
- Handling complaints fairly, consistently, and promptly
- Keeping you informed throughout the process
- Learning from complaints to improve our services
- Maintaining confidentiality of all complaint information
- Providing clear and accessible complaint procedures
We regularly review our complaints to:
- Identify trends and recurring issues
- Improve our services and processes
- Enhance customer satisfaction
- Ensure compliance with regulatory requirements
- Train our staff to prevent future complaints
This Complaints Procedure is available:
- On our website at www.jamboo.app
- In the Jamboo mobile app
- Upon request by contacting support@jamboo.app
If you have any questions about our Complaints Procedure or need assistance submitting a complaint, please contact us:
Email: support@jamboo.app
Customer Support: Available through the Jamboo app
Address: Jamboo Limited, 307 Euston Road, London, NW1 3AD
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Jamboo Limited is committed to resolving your concerns and maintaining the trust you place in our services.
© Jamboo Ltd 2024
