EFG Hermes KSA undertakes to handle all complaints received from its customers in the most appropriate manner, and within the shortest time period possible, according to the following mechanism:-
a. The Customer shall have the right to file his complaint against any of the officials or employees of the Company by submitting the complaint directly to the Compliance Department of the Company or by sending it via the registered mail, e-mail to the attention of the Compliance Officer
(
contact-ksa@efg-hermes.com )
b. The Compliance Officer shall have the complaint, received according to the above-mentioned methods, registered with a serial number as per the date of receiving it; and the registration shall be made in a register designated by the Company for that purpose. Then, the Customer shall be provided with the serial number for follow-up.
c. The Compliance Officer shall proceed with investigating into the complaint immediately upon receiving it. He shall examine the complaint in an unbiased way and take the necessary corrective actions, if any, and then notify the Customer with the outcome of investigations within a maximum period of four weeks according to the complexity and concomitant circumstances of each complaint.
d. If the complaint is resultant from the behavior of a third party working with the authorized person or recommended by the authorized person, then the authorized person shall interfere in favor of the Customer and exert utmost effort to settle the complaint.
