Complaints Procedure

1. How to Make a Complaint

We are your primary point of contact for any questions or concerns, including complaints. If you are dissatisfied with any aspect of our service, please contact us using one of the methods below and we will do our best to resolve the matter promptly.

2. Our Response Timeline

All complaints will be managed in accordance with our complaints process. We are committed to resolving complaints fairly and within the following timelines:

• Acknowledgment: We will acknowledge your complaint within 1 business day of receipt.
• Resolution: Complaints must be resolved by the end of 15 business days following receipt of the complaint. A complaint is counted as resolved when a final response is issued to the complainant.
• Exceptional circumstances: In exceptional circumstances, where we are unable to issue a final response within 15 business days, we have up to a maximum of 35 business days from the date of receipt to issue a final response. We will notify you in writing if this extension is required.

3. Our Regulated Partners

We work with e-money and payments institution partners in providing you with our service, namely Currencycloud. Currencycloud ultimately provides you with regulated payment and/or e-money services in UK/EEA/US.

These partners have certain obligations as regulated financial services institutions, including around complaints. We keep them informed of the complaints we receive from you regarding the regulated payments and e-money services they ultimately provide to you. They oversee how we handle complaints to ensure we do this to the standard required under the regulations.

However, if for any reason your complaint regarding your payments and e-money services has not been acknowledged or dealt with by us, or if you have concerns about the way it has been handled, Currencycloud's complaints information can be found on the Currencycloud complaints page.

4. External Dispute Resolution

If you remain dissatisfied after we have issued our final response, or if we have not resolved your complaint within the timelines set out above, you may refer your complaint to the relevant external dispute resolution body.

5. Safeguarding of Funds

When funds are posted to your account, in line with regulatory requirements, the regulated payment/e-money institutions who we work with safeguard your funds. This means that the funds shown in your payment account or e-wallet are held at reputable banks or covered by an insurance policy, and most importantly, are protected for you in the event of our partner e-money/payment institutions', or our, insolvency. Our partners stop safeguarding your funds when the money has been paid out of your account to your beneficiary's account.

If you require a breakdown of the exact amounts of funds you have safeguarded at each of our e-money/payments partners at a particular point in time, please do not hesitate to contact us.

6. Contact Us

If you have any questions about this complaints procedure, please contact us at operations@jacksonswiss.com.