Complaints Handling Procedure

Complaints Handling Procedure

Filing a Complaint 

• Website

• Mobile App

• Name and address of the Complainant. 
• Contact details of the Complainant (e.g. telephone number and/or email address); 
• If the complaint is being handled by an external representative, include external representative name and contact details.  
• A description of the complaint and how it affected the Complainant.
• Supporting documentation for the complaint; and
• When the incident(s) occurred. 

Procedure for Responding to Complaints

• On receipt of a customer complaint, the Company will aim to acknowledge receipt of the complaint, and admissibility or otherwise, within 1 business day of receipt of the complaint;
• Should a complaint be made orally, the Company shall make a summary of the complaint and request the complainant to confirm the summary in writing and send a signed copy of the complaint to the Company; 
• Confirm whether the complaint is deemed inadmissible reasons for being deemed inadmissible will be provided;
• Seek to gather and investigate all relevant evidence and information regarding the complaint;
• The Company shall keep the complainant duly informed about any additional steps taken to handle the complaint. The Company shall reply to reasonable information requests made by the complainant without any undue delay.
• The Company shall communicate in plain language, which is clearly understood. Any communication made by the Company and addressed to the complainant shall be made in the language used by the complainant except when the complaint is received in a language:
  • The Company did not use to market its services or communicate with clients;
  • Is not the official language of the home Member State and host Member State and are not official languages of the EU;  
• The Company shall provide a full response within 15 business days from receipt of the complaint;
• In the event that the Company, in an exceptional situation outside of its control, is unable to provide a full response to the complaint within 15 business days, it will send an update to the complainant containing the reasons for the delay and the timeframe within which a full response will be provided. The timeframe to provide a response shall never exceed 2 months from the date of receipt of the complaint;  
• On completion of the investigation, the Company will issue a final response on paper or another durable medium advising the complainant of:
  • the outcome of the investigation
  • where applicable, the terms of any offer or settlement being made
  • When providing a final decision in writing in terms of the complaint which does not fully satisfy the complainant’s request, the complainant may refer the complaint to the Officer of the Arbiter for Financial Services established under the Arbiter for Financial Services Act (Cap. 555).