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Policy for handling customer complaints

Our commitment is to respond to our customers’ inquiries as quickly and as efficiently as possible.

We will provide customers, where feasible, with an on the spot response to any inquiry. We will endeavour to rectify the problem immediately, and if this cannot be done, to investigate the problem and call the customer back within 48 hours. After this initial contact, the customer care representative will agree with the customer an appropriate call back schedule and resolution of the issue.

Our procedures for dealing with customer inquiries is set out below and should you have any questions, please feel free to call customer services on +44 203 608 0087.

How to lodge a complaint

By phone
Please call customer services on +44 203 608 0087 This line is open 9am – 5.30pm, Mon – Fri, excluding public holidays

By Mail
Our postal address is: Jinggling Limited, 3rd Floor, 86-90 Paul Street, London EC2A 4NE United Kingdom

By email

Please add 'Complaint and your mobile number' to the subject field of your email, and include your name and address, your mobile/landline and account numbers, a daytime contact number, and details of your complaint or problem.

Recording of customer complaints

All complaints are logged and tracked on our internal system.

Insuring your query is resolved

Jinggling will provide customers, where feasible, with an on the spot response. Where this is not possible, Jinggling will respond within 48 hours with a resolution or update. Where the query has not been resolved within the 48 hour period, a customer services agent will schedule a time to call the customer back with an update. Queries received in writing will be responded to within 24 hours.

Escalation Process

The Jinggling complaint process is designed to encourage fast and efficient resolution of your issues at the first point of contact.

Our customer care agents are empowered to resolve complex issues and make fair and reasonable customer service decisions.

If the customer care agent is unable to resolve the complaint it will be escalated to a Jinggling manager. The manager will review the dispute and respond to the complainant and attempt to resolve the complaint to the customer’s satisfaction.

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