JM Marketing (Gibraltar) Ltd t/a is committed to providing a high-quality & professional refund service to all customers. Unfortunately, however, there may be occasions when you feel the level of service you receive has fallen below your expectations. Telling us about this gives us the chance to review your concerns and, if necessary, make internal improvements to our systems and processes.

We define a complaint as follows: 

Any expression of dissatisfaction, whether oral or written, and whether justified or not, from or on behalf of an eligible complainant about the company’s provision of, or failure to provide, a professional and fair service.

If at any stage you feel unhappy with any aspect of our service, you must inform us as soon as possible.  In this first instance, you should email us to explain your concerns. Hopefully, at this point, we will be able to help resolve any issues you may have.

However, if after sharing your concern with our team you are not satisfied you do have a right to make a formal complaint.

If you wish to make a formal complaint, the process is explained below:

Making a formal complaint:

  • Send in writing the details of your complaint and attach any supporting documents you feel will be useful. If your complaint is regarding the terms and conditions of the refund protection, please advise what clause you are referring to, if it is regarding a member of our team, if possible, please provide the name of the person. You can send your complaint using our online form.

What we need from you:

  • Please include as much detail as possible about your complaint, along with your name, email address, and refund application number if you have one.
  • Why do we need this information? We want to fully understand your complaint and why you feel our level of service has fallen below your expectations. This is to make sure we get the right person handling your complaint, so they can investigate and provide a response as soon as possible. Your data and personal details will be treated in the strictest confidence and in accordance with our data protection procedure.

Once we receive your complaint:

  • Once we receive your complaint, we will send you a prompt response acknowledging receipt.  This will be sent to you within one working day, via email. This correspondence will contain the name, email and contact number of the person handling your complaint.
  • You will then be contacted directly by the person dealing with your complaint who will introduce themselves.  If they require any further information at this point concerning your complaint, or your complaint is unclear or ambiguous, this will be discussed at this point.
  • Following this, we will fully investigate your complaint. The person reviewing your complaint will gather all necessary documents submitted with your refund application, any emails, and live chat records to make an independent review of the refund application. Complaint reviews will utilise all the facts and any previous, related information to produce an unbiased outcome and an expected course of action.  Should we require any further information during our review process, we will contact you.
  • We will then send you a response via email within five working days from receipt of your complaint. This will outline the details of our review, how we reached our decision and any proposed resolution (if applicable). Please note, that the 5 working day timeframe is the maximum permitted deadline, and we will endeavour to respond to all complaints at the earliest possible opportunity.
  • Following the issue of our final response, if you are still not satisfied, you can make contact with the relevant contact outlined in our final response document. This individual will then liaise with you directly, as well as independently review your original complaint and our investigation and initial final response.
  • Any customer who makes a complaint is free to stop the process and withdraw their complaint at any point. Any withdrawal of a complaint should ideally be made in writing. We will subsequently confirm any request to withdraw your complaint to you in writing.
  • In line with the Equality Act 2010, we will ensure that all complainants are treated fairly and equally and that we will provide adjustments to the procedure as required to ensure that it is inclusive.  Steps we may take would be to change the format of our responses to best suit the individual and to ensure that complainants are not disadvantaged as a result of their Protected Characteristics.  Where requested, we will support individual complainants to raise their concerns in line with the overall procedure.
  • Individuals with complaints have the right to complain more than once about our service if subsequent incidents occur whilst we are providing a service to them. However, this contact becomes unreasonable when the effect of the repeated complaints is to harass or to prevent us from impartially investigating a complaint or pursuing a legitimate decision.