Complaints Procedure  

1. Initial Handling of Complaints: Complaints received by Jamboo will be initially handled by its customer support service unit under Payload supervision.

2. Methods for Submitting Complaints: Complaints can be submitted through the following methods:

• Email: support@jamboo.app.

3. Timeframes and Policy Compliance: Complaints will be handled within defined timeframes and in compliance with the Transact Payments policy. The following timeline will be adhered to:

• Acknowledgement of receipt within 2 business days.
• Resolution within 15 business days, or communication of reasons for delay within this timeframe. In the event that the complaint is not resolved within 15 business days, Jamboo Customer Service will send an email to the complainant clearly indicating the reasons for the delay. In such a scenario, the complainant will receive the final reply within an additional 20 business days, ensuring that the total timeframe does not exceed 35 business days from the date the complaint was lodged to its conclusion.
• Escalation to Transact Payments if resolution cannot be reached within 15 business days. The complainant should also be advised that the complaint has been escalated to the issuer. At such time, Jamboo should stop all communications with the complainant. All escalations to TP shall be done via email at complaints@transactpay.com.

4. Complaints Register: Jamboo will maintain a complaints register to document all complaints received, actions taken, and resolutions achieved. The register must include the following information as per TPL Policy:

• Reference Number
• Date
• Complaint Level
• First Name
• Surname
• Detail of Complaint
• Resolution/Outcome
• Financial Information
• Date Resolved
• Complaint Owner
• Follow-up date

5. Record-Keeping: Records related to complaints will be maintained for at least 5 years after the termination of the business relationship, in accordance with applicable law.

6. Visibility of Complaints Policy: A Complaints Policy will be available on Jamboo’s website accessible on the following link www.jamboo.app for easy access by customers.

7. Notification to Transact Payments: Transact Payments will be promptly notified if complaints exceed the specified timeframes without resolution. Email address complaints@transactpay.com will be provided within the complaints policy on the website.

8. Types of Complaints Escalated to Transact Payments:

The following types of complaints will be immediately escalated to Transact Payments:

• Violation of Law Complaint
• Threat of Legal Action
• Regulatory Authority or Scheme Inquiry
• Threat of Violence or Bodily Harm
• Systemic Errors impacting multiple accounts
• Consumer Protection Authority Referral
• Data Protection Breach
• Complaints not resolved within 15 business days

9. Escalation Process to Gibraltar Financial Services Commission (GFSC):

If complaints cannot be resolved by Transact Payments, they will be further escalated to the Gibraltar Financial Services Commission (GFSC) for resolution.Complaints must be submitted to TPL’s regulator, the Financial Services Commission at:Payment Service Team
Gibraltar Financial Services Commission
PO Box 940
Suite 3, Ground Floor
Atlantic Suites
Euro-port Avenue
Gibraltar
or by email at complaints@gfsc.gi.The following information shall be provided to the GFSC:

• Cardholder name and contact details
• Whether the cardholder is complaining on their behalf or on behalf of a company
• Whether or not the cardholder is a payment service user
• The identity of the payment service provider(s) that has/have given rise to the complaint of an alleged infringement of requirement; and
• A description of the situation that gave rise to the complaint of an alleged infringement of requirement.

Before escalating a complaint to the GFSC, the cardholder must exhaust the complaints procedure at the Program Manager and TPL first.Once the GFSC has received a complaint from a cardholder, they will receive an acknowledgement within five working days of receipt of the complaint. The GFSC will then assess whether the complaint raises any concerns regarding possible breaches of the requirements that payment service providers must comply with. Complaints to the GFSC must be submitted within 12 months of the date on which the cardholder first became aware of the circumstances of the complaint. There is no charge for submitting a complaint to the GFSC.This Complaints Procedure Guidance is established to ensure effective handling and resolution of complaints in line with regulatory requirements and Transact Payments policies.