Complaints & disputes
How to raise a complaint with Tovajo, how we handle it, and how disputes between group members are dealt with.
Complaints about Tovajo
If something has gone wrong with our service, contact us and choose Complaint. Tell us what happened, when, and which group or payment it relates to. You will receive a reference number.
Our commitments (target timelines, to be confirmed before launch):
- Acknowledge your complaint within [2] business days.
- Give you a full response within [10] business days, or explain why we need more time.
- Tell you how to escalate if you are not satisfied.
Disputes between group members
Tovajo is not a party to the savings arrangement between members, but our records can help resolve disagreements:
- Talk it through in the group. Tovajo shows who recorded each payment, who confirmed it and when.
- Raise a group dispute (available when groups launch). Members involved can add their account of what happened and any evidence. Disputed amounts are flagged and are not counted as received.
- Ask Tovajo to review. We can check the recorded history and confirm what the records show. We cannot force a member to pay, and we do not cover unpaid amounts.
Escalation
If you are not satisfied with our response, you may be able to escalate to the relevant consumer protection or regulatory authority. The applicable authority and contact details will be confirmed here before launch: [escalation body].