Novum Investment Management
Complaints Handling Policy
Effective Date: 6 Jun 2023
Introduction
At Novum Investment Management, we strive to provide the highest level of customer satisfaction. We value our customers' feedback and take complaints seriously. This Complaints Handling Policy outlines our commitment to effectively and efficiently address and resolve any customer complaints in a fair and timely manner.
Objective
The objective of this policy is to establish a structured framework for receiving, investigating, and resolving customer complaints, ensuring transparency, fairness, and customer-centricity throughout the process.
Scope
This policy applies to all customers who have a genuine complaint related to our products, services, or interactions with our staff.
Complaints Handling Process
1. Complaint Registration
Customers are encouraged to submit their complaints in writing through any channel such as email, website forms, or physical complaint forms. Complaints should include relevant details, such as the customer's name, contact information, nature of the complaint, date and time of the incident, and any supporting documentation.
Complaints may also be registered verbally over the phone, in which case the customer's details and complaint description will be documented by the staff member receiving the call.
2. Complaint Investigation
A designated team member will be responsible for conducting a thorough investigation of the complaint. The team member will review all available information and may seek additional details or evidence from the customer or any relevant parties involved.
The investigation process will be carried out objectively and without bias.
3. Complaint Resolution
Once the investigation is complete, the complaint handling team member will propose a resolution based on the findings. The proposed resolution is intended to be fair and appropriate, considering the nature of the complaint and the company's policies. The proposed resolution will be communicated to the customer in writing, along with the reasons behind the decision, within a reasonable timeframe.
4. Escalation
If the customer is not satisfied with the proposed resolution, they may request an escalation of their complaint. Escalated complaints will be reviewed by a higher-level authority who will conduct an independent review of the complaint and proposed resolution. The decision will be communicated to the customer in writing.
Confidentiality and Privacy
All complaints and related information will be handled confidentially and in accordance with applicable data protection and privacy laws. Personal information provided by customers during the complaints handling process will be used solely for the purpose of resolving the complaint.
Review and Revision
This Complaints Handling Policy will be reviewed regularly.
