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Complaint Resolution Process
Your experience matters to us
We strive to provide exceptional service every time, but we know sometimes things can go wrong. When they do, we are here to help to resolve it right away. Here is what you can expect when you share a complaint with us:
Our Commitment to You
Transparency and Accessibility:
We believe in openness. Our complaints process is easy to access and understand. We will guide you every step of the way.
Empathy:
Every complaint is handled with fairness and care because we know each situation is unique.
Timely Updates:
We will acknowledge your complaint within one business day and keep you informed throughout the process.
Privacy Assured:
Your personal information will be handled with the utmost confidentiality, in keeping with our privacy policies.
Continuous Improvement:
Your feedback helps us improve our products, services, and processes to better serve you.
How to Report a Complaint
There are several ways to share your complaint with us, simply choose the channel most convenient for you:
Complaints about products and services, JN policies, employee conduct:
- Visit a branch or retail space: a team member will first seek to resolve your complaint immediately, and if unable, will record and refer it to the appropriate team for handling
- Call our Contact Centre: a team member will record and refer your complaint to the appropriate team for handling.
- Email us: helpdesk@JNGroup.com
- Submit Online: Complaint Form.
Complaints about Data Protection and Privacy:
Submit your complaint to the attention of the Data Protection Officer
- Via Email to: JNGroupDPO@JNGroup.com
- Submit your complaint online at JN Group Data Privacy
- By calling our Contact Centre and requesting a transfer to extension 7347
What Happens Next
- You will receive an acknowledgment within one business day, along with a unique reference number for tracking your complaint.
- Resolution Timeline: We aim to resolve most complaints within 10 business days. If more time is needed, we’ll keep you informed. For complaints requiring more complex investigations, we will provide updates throughout the process and anticipate up to 20 business days may be needed to complete investigations.
- Appeals: If you are not satisfied with the resolution, you may appeal the decision by writing to our Member Ombudsman at Ombudsman@JNGroup.com for an independent review.
Your Satisfaction Is Our Priority
We value your trust and are committed to continuously improving your experience. Thank you for choosing JN Group.