JK9 Complaints Procedure
This procedure explains how to raise an account, promotion, transaction or service complaint and what information helps the review.
Step 1: Contact Support
Start through website Live Chat or a verified channel listed on the Contact page. State the issue clearly and request a reference number when available.
Step 2: Provide Relevant Evidence
- Member ID
- Date and approximate time
- Transaction or promotion reference
- Relevant screenshots or receipts
- The outcome you are requesting
Cover passwords, verification codes and unrelated banking details.
Step 3: Request Escalation
If the first response does not resolve the issue, ask for the complaint to be reviewed by a supervisor or the relevant account, payment or promotion team.
Review Outcome
The review may require additional verification or records. The outcome should explain the decision by reference to the account history, transaction status or applicable promotion terms.
Keep copies of messages, campaign terms and transaction records until the complaint is resolved.