At Jazari, we strive to provide the best possible financial experience. However, we know things can sometimes go wrong. If you are dissatisfied with our service, we want to hear about it so we can put things right.
Reporting Transaction Issues (Fastest Method) ⚡
If your complaint is about a specific payment, transfer, or card transaction, the quickest way to resolve it is directly through the app. This routes your case immediately to our Complaints Management Team with all the necessary transaction details attached.
How to do it:
Go to the Home Screen and scroll to Transaction History.
Tap on the specific transaction you have an issue with.
Tap the Get Help / Raise Issue button.
Select the relevant category (e.g., Dispute, Fraud, Technical Issue).
Provide a short description and submit.
Why use this method?
Instant Routing: Your case goes straight to the relevant specialists (e.g., Fraud Team or Chargeback Team).
Live Tracking: You can track the status of your complaint in real-time within the Support section of the app.
General Service Complaints 📝
If your complaint is related to our app functionality, customer support experience, or general service (not a specific transaction), please reach out to us directly.
How to contact us:
In-App Chat: Tap the Profile icon > Help Center > Contact Support.
Email: Send details of your complaint to [email protected].
When contacting us, please include:
Your name and contact details
Your account or transaction reference
A description of what went wrong
How you'd like us to resolve it
What happens after you make a complaint? ⏳
Acknowledgement: We'll confirm we've received your complaint within 2 business days.
Initial Response: You'll receive a full response within 15 business days.
If More Time is Needed: In rare cases, we may take up to an additional 20 business days. We'll let you know before the 15-day deadline.
Final Deadline: You will always receive a response no later than 35 business days from when we received your complaint.
If you're not satisfied with our response
You have the right to take your complaint further:
Step 1: Contact TransactPay at [email protected]
Step 2: If still unsatisfied, you can escalate to:
Gibraltar Financial Services Commission
PO Box 940, Suite 3, Ground Floor, Atlantic Suites, Europort Avenue, Gibraltar
Email: [email protected]
The Financial Ombudsman Service (FOS)
If we cannot reach a resolution, UK residents have the right to refer their complaint to the Financial Ombudsman Service. This is a free, independent body that settles disputes between customers and financial firms.
Address: Exchange Tower, London, E14 9SR
Phone: 0800 023 4567
Website: www.financial-ombudsman.org.uk
Note: You must refer your complaint to the Financial Ombudsman within six months of the date on our Final Response letter.