Complaints and Safeguarding Arrangements

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At JSF Partners, we are committed to providing the highest standards of service to our clients while ensuring the safeguarding of their interests and data security. This page outlines our procedures for handling complaints and our efforts to maintain robust safeguarding arrangements.

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We are your first port of call for any queries or concerns, including complaints. We will handle these complaints in line with our complaints process.

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Complaints Procedure

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How to Lodge a Complaint

• If you have a complaint about any aspect of our service, please Contact us 

• Please provide as much detail as possible about your complaint to help us investigate and resolve it promptly:

• The date of the complaint

• The nature of your complaint

• The impact on your business

• Your contact details

• Any additional information​

 

Timeline for Resolution

• We will acknowledge receipt of your complaint within 1 business day, and our aim is to resolve complaints as quickly and efficiently as possible.

• If resolution is not achieved within 15 business days, we will keep you informed of the progress and provide an estimated timeframe for resolution.

• In exceptional circumstances, where we are unable to issue a final response within 15 business days of receipt of the complaint, we have up to a maximum 35 business days from the date of receipt to issue a final response.

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Complaints Handling Process

• Upon receipt of your complaint, it will be promptly escalated to our dedicated complaints handling team.

• Your complaint will be thoroughly investigated, and we will strive to reach a fair and satisfactory resolution.

• If you are dissatisfied with our response, you have the right to escalate your complaint to the Financial Ombudsman Service: https://www.financial-ombudsman.org.uk​

 

Please note

If your complaint is in relation to the regulated payments and e-money services provided through our partnership with Ebury Partners, please make yourself familiar with the following information:: complaints-policy

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Security Measures

• Our website and online platforms utilize encryption and secure server protocols to protect your data during transmission.

• We regularly conduct security audits and assessments to identify and address potential vulnerabilities in our systems and processes.

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Staff Training

• Our employees undergo regular training and awareness programs to ensure they understand their responsibilities in safeguarding customer interests and data privacy.

• We maintain strict policies and procedures for handling sensitive information and adhere to principles of confidentiality and professionalism.

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Reporting Concerns

• If you have any concerns about data security or safeguarding issues, please contact us immediately at info@jsfpartners.net

We take all reports of concerns seriously and will investigate them promptly and thoroughly.

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If you have any questions about our complaints procedure or safeguarding arrangements, please don't hesitate to contact us at info@jsfpartners.net