1. What counts as a complaint
A complaint is any expression of dissatisfaction, whether justified or not, about the provision of the service or about the failure to provide it, where you are seeking a remedy.
A general enquiry, a request for information or a report of a technical fault is handled by the support team and is not treated as a complaint unless you ask for it to be.
2. How to complain
Send the complaint to the complaints address published on the contact page from the email address registered to your account. Include your account identifier, the facts of the matter, the dates on which the events occurred, any reference numbers and the outcome you are seeking.
You may also raise a complaint through the support channel. Where you do, ask for the matter to be recorded as a complaint so that these timescales apply.
You may appoint a representative to complain on your behalf. Where you do, written authority signed by you is required before information about your account is shared with them.
3. How a complaint is handled
A complaint is handled in the following stages.
| Stage | Action | Timescale |
|---|---|---|
| Acknowledgement | The complaint is logged, given a reference and acknowledged in writing. | Within two business days of receipt |
| Investigation | The matter is investigated by a person not involved in the events complained of. Further information may be requested from you. | Begins on acknowledgement |
| Response | A substantive written response sets out the findings, the reasoning and any remedy offered. | Within fifteen business days of receipt |
| Extended response | Where a response cannot be issued within fifteen business days, you are told why and given the date by which it will be issued. | No later than thirty five business days from receipt |
A complaint is not handled by the person whose conduct or decision is being complained about.
4. Outcome and remedy
Where a complaint is upheld in whole or in part, the response sets out the remedy. A remedy may include correcting an account record, refunding a fee charged in error, restoring a position where a fault attributable to Jadenex caused a loss, or an apology and a change to a process.
Where a complaint is not upheld, the response explains the reasons and the evidence relied on.
5. If you remain dissatisfied
If you are dissatisfied with the response you may ask for the matter to be reviewed once by a senior member of staff who has not previously been involved. Ask for the review within eight weeks of the response.
You may also be entitled to refer the complaint to an external dispute resolution body or to the competent authority in your jurisdiction, and to pursue a remedy through the courts. The response letter tells you which external routes are available and how to use them.
6. Records and reporting
A record of each complaint, the investigation, the response and the outcome is retained for six years after the matter is closed.
Complaint volumes, root causes and remedies are reported to the board at least twice a year and are used to identify and correct recurring failures.