Complaints Policy


Complaints Procedure

Our Complaints procedure is intended to ensure that all complaints are handled fairly, consistently and wherever possible resolved to the complainant’s satisfaction.

Last Updated: 3rd November 2020

Version Number: 1.2

Jubilee Services SPRL Complaints Procedure

Jubilee Services SPRL registered as a Payment Institution authorised by the National Bank
of Belgium, is subject to the complaint handling rules. It is Jubilee’s policy to comply with
these requirements in full including that relating to maintenance of complaint records.
While Jubilee Services SPRL takes all reasonable steps to ensure that all client experiences
are positive, it accepts that inevitably there will be occasions when they are not. It therefore
intends that, where a client wishes to raise a complaint, his frustration is not compounded by
a dysfunctional complaint handling process.

Therefore, it is the responsibility of the board to ensure that:

. It is easy for the client to make a complaint — directions to relevant guidance are
prominent on the Jubilee Services SPRL website,

On receipt the complaint is handled promptly, politely and fairly via email to:
. Every effort is made to understand and resolve the client’s concern without redress to
European Dispute Resolution at
. Jubilee’s actions are properly documented to demonstrate that it has acted fairly
through the course of the complaint.

Complaints Handling:


A complaint can be delivered in person, by telephone, by email, in writing or verbally. Upon
receipt of a complaint, the compliance Officer shall respond promptly to the client
acknowledging receipt of the complaint.

Initial Response

The Compliance Officer will check the client’s concern against Jubilee’s systems and
records. If the complaint relates to a delay in a transaction, the Compliance Officer will
immediately check its status and inform the client, identifying any remedial action (and
redress) as appropriate.

Holding Response

If, for whatever reason, Jubilee Services SPRL is unable to conclude the investigation and
provide a Final Response to the complainant within 15 business days of the complaint first
being received, then the Company will issue a Holding Response. The purpose of this
Holding Response is to inform the complainant.
.  why Jubilee Services SPRL cannot provide a Final Response
. what Jubilee Services SPRL is doing to progress the complaint; and
.  when Jubilee Services SPRL will provide an indication of what is happening with it.

Final Response

As soon as Jubilee Services SPRL has completed its investigation, it will write to the
complainant and offer a summary outcome, including any remedial action as necessary.
Where appropriate, it may also include a final offer of redress. Such letters must be marked
clearly as the final response and will include details on how to contact the Compliance
Officer. The Final Response must also state the complainant’s option to refer the complaint to
the European Dispute Resolution if (s)he considers that it has not been resolved satisfactorily or
that the offer of redress is insufficient. For corporate clients an appropriate arbitrator will be
recommended to resolve the issue.
Where a holding response has been sent, and Jubilee Services SPRL has not been able to
conclude its investigations within 15 business days of the complaint being first received, it
will send its final response within 35 business days of the complaint first being received. In
all other cases Jubilee Services SPRL will send its final response within 15 business day of
the complaint first being received according to the Regulation 101 of the PSD2 (Payment
Service Directive).

Ultimate Redress

If, after contacting all parties, the complainant remains dissatisfied with the outcome of the
complaint then (s)he may seek redress through the European Dispute Resolution and ultimately
the courts if (s)he so wishes.


Complaints Procedure Form

Contact us in +32 2 342 20 22,  otherwise send us your questions using the contact form below.