Complaints policy

If something has gone wrong, we want to know about it. Every complaint gets a fair hearing, a prompt response and a genuine effort to put things right.

We are committed to providing a high standard of service and value complaints as useful feedback to support continual improvement. They show us where we’re falling short, and they help us build better products and services for everyone.

Need something fixed? Raise a support ticket

If you need something fixed, set up or explained, our support team is the fastest route. That includes device or system faults, technical questions, and change requests. Email support@jayex.com or call 020 8838 6222 (option 3).

And if you’re unhappy with how your support request has been handled, you can make a complaint at any time.

If a support request sounds like a complaint, we’ll route it to the right place and let you know. If you want something treated as a formal complaint, just say so and we will.

A complaint is when you tell us we haven’t met the standard you expected, whether that’s our products, our services or our communications.

For example:

• An issue hasn’t been resolved in a reasonable time, or keeps coming back after we said it was fixed
• You’re unhappy with how a support request was handled
• You’re unhappy with how our staff or representatives treated you
• An error or failure in our products or services has affected you

Get in touch whichever way suits you best:

• Email: support@jayex.com or our complaints team at complaints@jayex.com
• Phone: 020 8838 6222 (option 3)

To help us get started quickly, please tell us:

• Your name and the best way to reach you
• What happened, in your own words
• Any dates, reference numbers or documents that might help

Here’s exactly what you can expect from us:

1. We get it to the right person. We log your complaint and hand it straight to the team member best placed to help.
2. We let you know it’s with us. You’ll hear from us within 1 working day to confirm we’ve received it.
3. We look into it properly. We find out what happened, which may mean speaking to colleagues or checking our records.
4. We come back to you. We aim to give you a full response within 5 working days.

Our response will tell you:

• What we found
• Whether we’ve upheld your complaint
• What we’re doing to put things right
• What we’re changing so it doesn’t happen again

If we need a little longer, we’ll tell you why and when you can expect to hear from us.

If you are not satisfied, let us know within 20 working days and we’ll review it again.

A senior manager who was not previously involved will look at your case and provide a final response within 10 working days.

When you raise a complaint, we will:

• Treat you fairly and with respect
• Make it simple to get in touch
• Keep you updated at every stage
• Investigate thoroughly and keep an open mind
• Use what you tell us to improve

Your personal information is safe with us. We handle it securely and in line with data protection law. Only the people who need it to resolve your complaint will see it.

We don’t just resolve complaints and move on. We regularly review them to spot patterns, fix root causes and stop the same problems from happening again.