Complaints Handling Procedure

 

Our commitment to our Customers

At Watan Exchange Ltd each of our customers are important to us, and we believe you have the right to a fair, swift and courteous service at all times. Watan Exchange Ltd has established a complaints procedure to ensure your complaint is dealt with promptly, efficiently, in positive manner and by the correct person. As our customer, you are in a good position to judge how we are performing, and we need you to tell us if things have gone wrong. We will treat your complaint seriously and in confidence.

This part sets out the complaint procedures you should follow. However, please bear in mind that as we have to work within a framework set by law. Any decisions we make have to be in line with relevant laws, we may not always be able to meet your expectations.

How to make a complaint
If you are not satisfied with the service you have received, please get in touch with the person executing the deal to which your complaint refers. They can deal with most complaints informally and quickly.

If you prefer to make a formal complaint, such complaints must be made in writing, by post, or e-mail and addressed to the MLRO at Watan Exchange Ltd. The MLRO will be keen to put the matter right (if they can) and to learn from any mistakes that may have been made.

Please provide as many details as you can in your complaints. All letters you receive from us give the contact details of the person who sent, and usually a reference number.

To help us investigate and resolve the problem as quickly as possible, whether you wish to resolve it informally or you are making a formal complaint, please make sure you always give us the following information:
•   Full name and address;
•   Your transaction reference number (if your complaint relates to a particular transaction);
•   Your daytime phone number (if possible); and
•   Full details of your concern or complaint, including any previous dealings with us about it;
•   Copies of any relevant documents such as letters;
•   Details of what would you like us to do;

 

 

 

We will acknowledge the receipt of your complaint in writing within one week and confirm who will handle your complaint, and how you can contact them.

 

 

We shall investigate your concerns and respond to you promptly and at the latest within 15 days of receipt of the compliant. In exceptional situations, if the answer cannot be given within 15 business days for reasons beyond our control we will send a holding reply, clearly indicating the reasons for a delay in answering to the complaint and specifying the deadline by which we will receive the final reply. In any event, the deadline for receiving the final reply shall not exceed 35 business days.

 

In our final response we will include:
•    Summary of the complaint;
•    A summary of the outcomes of your investigation;
•    Whether we acknowledge there has been any fault on our part and whether the complaint will be upheld;
•    Details of any offer to settle the complaint and the duration of the offer;
•    If you are a retail client, a notification of your right to refer to the Financial Ombudsman Service.