Complaints Procedure

LA Orange LtdLimited (‘Jeton’) is committed to providing a competitive and efficient service.However, there may be occasions our service does not meet your expectations.if you're dissatisfied with LA Orange Ltd, 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 quicklyas possible

What happens next?

We will be in touch within threebusiness 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 eightweeks 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 within15 days and explain the reasons for the delay in resolving your complaintand specifying a deadline for future response.We will usually contact you by email, unless youask us otherwise.

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 maybe able to settle yourcomplaint with us.

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

The Ombudsman’s address is:
Financial Ombudsman Service
Exchange Tower
LondonE14 9SR

Telephone: 0800 023 4567
E-mail: [email protected]

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