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8.1.2 Filing of a Complaint

C 8/2020 STA Effective from 25/12/2020
  1. 8.1.2.1When the Consumer has verbally expressed dissatisfaction with a Financial Product and/or Service and the matter cannot be resolved by frontline Staff to the Consumer’s satisfaction, Licensed Financial Institutions must inform the Consumer of his/her right to file a written Complaint through the Licensed Financial Institutions’ Complaint management process.
  2. 8.1.2.2When a Consumer’s dissatisfaction with a Financial Product and/or Service is verbally expressed but the Consumer does not wish to pursue it as a formal Complaint, Licensed Financial Institutions must maintain a log of the Consumer’s expression of dissatisfaction. The log will detail the date, issue and outcome and should form part of the analysis of the Licensed Financial Institution.
  3. 8.1.2.3A Consumer may file a Complaint through various communication channels that the Licensed Financial Institution may have including, but not limited to, emails, calls or on-line portals.
  4. 8.1.2.4When a Consumer wants to pursue a Complaint, the Complaint must be submitted to the Licensed Financial Institution. A Consumer may designate a person who is authorized by the Consumer to present a Complaint on the Consumer’s behalf.
  5. 8.1.2.5A written acknowledgment of the Complaint filed with the Licensed Financial Institution must be given to the Consumer within 2 complete business days.
  6. 8.1.2.6If for any reason the Complaint cannot be filed through the official channels provided, the Licensed Financial Institution must assist and document the Complaint on behalf of the complainant and register it under its Complaint management process.