Our Complaints Process:
We will do our best to resolve your complaint immediately with minimum inconvenience to you. If we are unable to resolve your complaint within 48 hours on receipt, we shall:
- Contact you via phone or issue a written acknowledgement of your complaint
- Issue a reference number for the complaint for tracking purposes.
- Provide the name and contact details of the staff member handling the complaint.
- Notify you via phone or email once the matter has been resolved.
Some complaints may take a longer time than expected to resolve however, even in such cases, in addition to an acknowledgement you will be provided with regular updates on the outcome of our investigations if the matter is not resolved within 10 working Days.
Not satisfied with our response?
In the event you feel that your concerns have not been addressed to your satisfaction, you have the option to revert to us within 2 weeks or escalate further to the Managing Directors Office or seek redress from the regulator.