Complaints Handling Policy UK

LA ORANGE LIMITED

March 2026

LA Orange Limited Complaint Procedure

LA Orange Ltd Limited (‘Jeton’) is committed to providing a competitive and efficient service. However, there may be occasions when our service does not meet your expectations. If you're dissatisfied with Jeton, please let us know and we'll do our best to fix things quickly and fairly.

How to make a complaint

Email us at [email protected]

Please provide us with as much information as possible when making your complaint. This will help us to understand the issue and resolve it as quickly as possible.

What happens next?

We will be in touch within three business days to try and resolve your issue for you. If we are unable to resolve your complaint in this time, you should know that we're typically allowed up to eight weeks to investigate a complaint and send you a final response. We aim to complete all complaints within 15 days. However, if that is not possible, we will contact you within 15 days and explain the reasons for the delay in resolving your complaint and specifying a deadline for future response. We will contact you by email.

Following our response

If you are unhappy with the outcome of our investigation, or you haven’t heard from us within 15 days of your initial complaint, you have the right to refer your complaint to the Financial Ombudsman Service which may be able to settle your complaint with us.

This service is free of charge, but you must contact them within six months of the date of our final response.

The Ombudsman’s address is:

Financial Ombudsman Service

Exchange Tower

London E14 9SR

Telephone: 0800 023 4567

E-mail: [email protected]

Website: www.financial-ombudsman.org.uk