Sparroz Group LTD is committed to handling customer complaints fairly, respectfully and efficiently. A complaint is an expression of dissatisfaction concerning our services, conduct, decisions, communications or handling of a customer matter.
Complaints may be submitted to complaints@sparroz.io. Until a dedicated complaints address is active, complaints may be sent to support@sparroz.io.
Please include:
For security reasons, do not send passwords, complete card details or authentication credentials.
We aim to acknowledge receipt of a complaint within two business days. The acknowledgement may include a complaint reference and a request for additional information.
The complaint will be reviewed by an appropriate member of our team. Depending on the matter, the review may include account and transaction records, communications, relevant terms and policies, compliance or security controls, information supplied by service providers and applicable legal requirements.
We aim to provide a substantive response within 15 business days after receiving sufficient information to investigate. Complex matters may require more time. Where this occurs, we will endeavour to explain the reason for the delay and provide an updated expected response date.
A customer dissatisfied with the initial response may request escalation by replying to the response and explaining why further review is required. Where reasonably practicable, the escalated complaint will be reviewed by a person who was not primarily responsible for the initial determination.
We may be unable to disclose confidential fraud-prevention systems, internal risk models, suspicious transaction reviews, regulatory reports, law-enforcement requests, sanctions screening information or another customer’s information.
Complaint records may be retained in accordance with applicable legal, regulatory and business requirements.
Complaints Department, Sparroz Group LTD, 11th Floor, 20 Bay St., Toronto, Ontario M5J 2N8, Canada. Email: complaints@sparroz.io.
