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Complaints Management Process

How we handle your complaint

You may lodge a complaint verbally or in writing. We would request that you submit to us your feedback in writing as the accuracy of the information is of vital importance to us in resolving the complaint promptly. You may also enclose relevant documents related to the complaint raised

Your complaint will be acknowledged within 24 hours upon receipt

Complaints will normally require three (3) to 14 business days to be resolved from the date of receipt. The person you first contact with the details of your complaint will aim to resolve the problem for you quickly

If a complaint requires complex investigations or extensive research, you will be notified and the timeframe will be extended. You will be kept informed of the status of your complaint from time to time