Swicorp maintains systems and controls to ensure that Client complaints are handled promptly and properly, investigated independently, that appropriate remedial action is promptly taken to prevent any reoccurrence and that records of written complaints and any action taken are fully documented.
Swicorp’s complaints handling procedures are designed to ensure that any significant expression of dissatisfaction, whether written or spoken, and whether justified or not, received by Swicorp from a Client is investigated fully and promptly by an officer who was not originally involved in the matter complained of; and that action is taken promptly to prevent any recurrence.
Further, where a complaint arises from the conduct of a third party employed or recommended by Swicorp, Swicorp will intercede on behalf of the Client, making best efforts to resolve the complaint. Complainants should be requested to submit any spoken complaint in writing.
A preliminary analysis of the complaint will be made, and an appropriate person with sufficient seniority and authority will be appointed to investigate the matter effectively and independently.
Within 4 weeks of receiving the complaint, Swicorp will send the complainant either:
- A final response, setting out how Swicorp intends to resolve the complaint; or
- A holding response indicating that the matter is still under investigation and that I will contact you again in due course.
If the complaint is not resolved within 4 weeks of receipt, then within 8 weeks of receipt I will send you either:
- A final response setting out how Swicorp intends to resolve the complaint; or
- A further holding response setting out why Swicorp is still unable to resolve the matter, with an indication of when it expects to be able to do so.
If Swicorp decides to offer compensation, it will ensure that such offer is fair and will provide you with at least 7 business days in which to consider it.
Should a client be unsatisfied with the settlement of a complaint made in accordance with the Complaint Procedures, they may contact Swicorp’s CEO or the Capital Market Authority (CMA).
Client complaint procedure can be obtained free of charge upon request to the Compliance Department of Swicorp at:
Phone: +966 11 2110737