Step 1
The ‘Customer Complaints Form’ is completed and sent to the Company.
Step 2
The Company will contact the client within 24 hours to acknowledge the receipt of the complaint and to confirm the details of the person who will handle it, together with the details of first action taken.
Step 3
Within 2 weeks, the Company will either send a Final Response or a ‘Holding response’, explaining the reason why a Final response cannot be given and giving an indication of when it expects to be able to provide a Final Response.
This period must not exceed 1 month from the date of receipt of the complaint.
Step 4
Within 1 month from the date of receipt, the Company will either send a Final response or a response explaining why a Final Response cannot be provided.
Step 5
Upon sending the Final Response, the customer will have 1 month to respond.
Step 6
If a response is not received within 1 month, then the Company in not obliged to take any further action.
Step 7
In case the complainant is not satisfied with the Final response provided by the Company or the Company fails to provide to the customer a final or holding response within the above timeframe, the complainant has the right to lodge a complaint with the Company’s regulators or the Financial Ombudsman.
