{"id":645,"date":"2026-08-26T07:19:23","date_gmt":"2026-08-26T07:19:23","guid":{"rendered":"https:\/\/jolofpay-staging.dexignhub.com\/?page_id=645"},"modified":"2026-09-10T13:19:47","modified_gmt":"2026-09-10T13:19:47","slug":"complaints","status":"publish","type":"page","link":"https:\/\/jolofpay.com\/fr\/complaints\/","title":{"rendered":"Complaints"},"content":{"rendered":"<div data-elementor-type=\"wp-page\" data-elementor-id=\"645\" class=\"elementor elementor-645\" data-elementor-post-type=\"page\">\n\t\t\t\t<div class=\"elementor-element elementor-element-0c03291 e-flex e-con-boxed e-con e-parent\" data-id=\"0c03291\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-ee95f58 e-flex e-con-boxed e-con e-parent\" data-id=\"ee95f58\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-d5e2cbf elementor-widget elementor-widget-heading\" data-id=\"d5e2cbf\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h1 class=\"elementor-heading-title elementor-size-default\">COMPLAINTS<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-af1f89d e-flex e-con-boxed e-con e-parent\" data-id=\"af1f89d\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-b40cc80 elementor-widget-tablet__width-inherit elementor-widget elementor-widget-text-editor\" data-id=\"b40cc80\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>How to Complain<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e493b57 elementor-widget-tablet__width-inherit elementor-widget elementor-widget-text-editor\" data-id=\"e493b57\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>We aim to provide you with the highest standards of service. However, there may be occasions when our service does not meet your expectations but telling us about it gives us a chance to fix things.<br \/><br \/>We want to:<\/p><ul><li>Make it easy for you to raise your complaint<\/li><li>Listen to your complaint<\/li><li>Consider how you would like us to remedy your complaint<\/li><li>Make sure you are satisfied with how your complaint was handled<\/li><li>Ensure lessons are learned, if possible, to minimise the chance of a complaint re- occurring<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-35b358c elementor-widget-tablet__width-inherit elementor-widget elementor-widget-text-editor\" data-id=\"35b358c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>How to Contact Us<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f954e36 elementor-widget-tablet__width-inherit elementor-widget elementor-widget-text-editor\" data-id=\"f954e36\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>By email: <a href=\"mailto:support@jolofpay.com\">support@jolofpay.com<\/a><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-93387fb elementor-widget-tablet__width-inherit elementor-widget elementor-widget-text-editor\" data-id=\"93387fb\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>What We Need<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4795ada elementor-widget-tablet__width-inherit elementor-widget elementor-widget-text-editor\" data-id=\"4795ada\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Please provide us with as much information as possible when making your complaint. This will help us to understand the issue and resolve it quickly. Please include:<\/p><ul><li>Your name and address<\/li><li>Your account details<\/li><li>A description of your complaint and how it\u2019s affected you<\/li><li>When the issue happened<\/li><li>Your contact details and how you would like us to contact you<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c27778f elementor-widget-tablet__width-inherit elementor-widget elementor-widget-text-editor\" data-id=\"c27778f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>What to Expect Next<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-d157885 e-con-full e-flex e-con e-child\" data-id=\"d157885\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t<div class=\"elementor-element elementor-element-64c5889 e-con-full e-flex e-con e-child\" data-id=\"64c5889\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-c1eba65 elementor-widget-tablet__width-inherit elementor-widget elementor-widget-text-editor\" data-id=\"c1eba65\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Acknowledgment<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-cbf3373 e-con-full e-flex e-con e-child\" data-id=\"cbf3373\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-47aab75 elementor-widget-tablet__width-inherit elementor-widget elementor-widget-text-editor\" data-id=\"47aab75\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Our aim is to resolve your complaint as quickly as possible but you will receive a response from us within 2 business days so you know we have received your complaint. This will contain your complaint reference number for your records and will help us find your information quickly should you need to contact us.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-d163f8a e-con-full e-flex e-con e-child\" data-id=\"d163f8a\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t<div class=\"elementor-element elementor-element-a67aa78 e-con-full e-flex e-con e-child\" data-id=\"a67aa78\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-05b2a79 elementor-widget-tablet__width-inherit elementor-widget elementor-widget-text-editor\" data-id=\"05b2a79\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>What to Expect Next<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-9aaf662 e-con-full e-flex e-con e-child\" data-id=\"9aaf662\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-8e8ce67 elementor-widget-tablet__width-inherit elementor-widget elementor-widget-text-editor\" data-id=\"8e8ce67\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Our aim is to resolve your complaint as quickly as possible but you will receive a response from us within 2 business days so you know we have received your complaint. This will contain your complaint reference number for your records and will help us find your information quickly should you need to contact us.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-87027a6 e-con-full e-flex e-con e-child\" data-id=\"87027a6\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t<div class=\"elementor-element elementor-element-58537ba e-con-full e-flex e-con e-child\" data-id=\"58537ba\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-ff0ef39 elementor-widget-tablet__width-inherit elementor-widget elementor-widget-text-editor\" data-id=\"ff0ef39\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>15 Business Days<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-d786db8 e-con-full e-flex e-con e-child\" data-id=\"d786db8\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-20a92dd elementor-widget-tablet__width-inherit elementor-widget elementor-widget-text-editor\" data-id=\"20a92dd\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>In the majority of cases, we will be able to resolve your complaint within 15 business days. If we have not resolved it within 15 business days, we will contact you to update you on the progress and tell you how much longer we anticipate it will take.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-f3e73b2 e-con-full e-flex e-con e-child\" data-id=\"f3e73b2\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t<div class=\"elementor-element elementor-element-c21277d e-con-full e-flex e-con e-child\" data-id=\"c21277d\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-c1e0004 elementor-widget-tablet__width-inherit elementor-widget elementor-widget-text-editor\" data-id=\"c1e0004\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Up to 35<br \/>Business Days<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-106c368 e-con-full e-flex e-con e-child\" data-id=\"106c368\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-28d36b2 elementor-widget-tablet__width-inherit elementor-widget elementor-widget-text-editor\" data-id=\"28d36b2\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>We will continue to keep you informed in writing and let you know when you should expect to hear from us.<br><br>Although we have up to 35 business days, we will send you our final response as soon as we complete the investigation into your complaint.<br><br>In the unlikely event we have not been able to finalise our investigation by the end of 35 business days, we will send you a final response communication and advise what next steps you can take.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-c031fdb e-con-full e-flex e-con e-child\" data-id=\"c031fdb\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t<div class=\"elementor-element elementor-element-494bb9d e-con-full e-flex e-con e-child\" data-id=\"494bb9d\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-e7c2bab elementor-widget-tablet__width-inherit elementor-widget elementor-widget-text-editor\" data-id=\"e7c2bab\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-a93f996 elementor-widget-tablet__width-inherit elementor-widget elementor-widget-text-editor\" data-id=\"a93f996\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\"><div class=\"elementor-widget-container\"><h4><strong>What if you\u2019re not happy with our response?<\/strong><\/h4><\/div><\/div><div class=\"elementor-element elementor-element-875b9b9 elementor-widget-tablet__width-inherit elementor-widget elementor-widget-text-editor\" data-id=\"875b9b9\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\"><div class=\"elementor-widget-container\"><p>You can refer the problem to the issuer of your account or card (Orenda FS B.V.).<br \/><br \/>If you don\u2019t agree with our response and you wish to take it further, in the first instance you should<br \/>contact Orenda FS B.V.\u2019s Complaints Department by writing to compliance@orenda.finance for<br \/>further assistance.<br \/><br \/>In the unlikely event that Orenda FS B.V. are unable to resolve your issue to your satisfaction, you<br \/>have the right to refer your complaint to the Financial Services Complaints Institute (Kifid) at the<br \/>following address:<br \/><br \/>Postbus 93257, 2509 AG Den Haag, the Netherlands<br \/>Telephone: +31 (0)70 333 8 999 \u00b7 www.kifid.nl<br \/><br \/>If you have not contacted Orenda FS B.V., Kifid will ask you to contact them in the first instance, to<br \/>give Orenda FS B.V. a chance to put things right.<\/p><\/div><\/div>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>","protected":false},"excerpt":{"rendered":"<p>COMPLAINTS How to Complain We aim to provide you with the highest standards of service. However, there may be occasions when our service does not meet your expectations but telling us about it gives us a chance to fix things. We want to: Make it easy for you to raise your complaint Listen to your [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"elementor_header_footer","meta":{"footnotes":""},"class_list":["post-645","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/jolofpay.com\/fr\/wp-json\/wp\/v2\/pages\/645","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jolofpay.com\/fr\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/jolofpay.com\/fr\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/jolofpay.com\/fr\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/jolofpay.com\/fr\/wp-json\/wp\/v2\/comments?post=645"}],"version-history":[{"count":10,"href":"https:\/\/jolofpay.com\/fr\/wp-json\/wp\/v2\/pages\/645\/revisions"}],"predecessor-version":[{"id":733,"href":"https:\/\/jolofpay.com\/fr\/wp-json\/wp\/v2\/pages\/645\/revisions\/733"}],"wp:attachment":[{"href":"https:\/\/jolofpay.com\/fr\/wp-json\/wp\/v2\/media?parent=645"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}