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35 years

Introduction

This document describes the Complaint Handling Policy of Fairview Ltd (hereinafter “the firm”) which has been implemented to ensure compliance with the laws and regulations relating to complaint handling.

Application

This Policy applies to all employees, officers, director, representatives and advisors of the firm.

Control Objective

This Policy’s objective is to minimize damage to our reputation and reduce the risk of litigation by handling complaints from our customers or prospects in a timely, effective and consistent manner.

Person Responsible

Any Director Jean Donnell-Jones or David Jones, Senior Manager Wayne Hawkins or Paula Parker Office Manager are empowered to implement this policy, and to review this policy on a regular basis to ensure that it continues to comply with industry laws, regulations, guidelines and best practices.

Definitions

A complaint shall be deemed to mean any written statement of a client or any person acting on behalf of a client alleging a grievance involving the conduct, business or affairs of the firm or any employee, representative, officer, director or advisor of the firm. Although the definition of “complaint” refers to only written complaints, there may be instances where the firm receives a verbal complaint from a client which will warrant the same treatment as a written complaint. Such situations depend upon the nature and severity of the client’s allegations and require the professional judgment of the individual who received the complaint.

A complaint should include at least one of the three following elements:

  • Complaint about the firm;
  • Potential damages or damages suffered by the client; or
  • Request of corrective measures.

For greater certainty, errors that the firm accepted to correct are not considered as complaints unless repetition or recurrence causes grievance to a client.

A Complaint Log is a Database to track key elements of the complaint process and category in order to identify potential trends or concerns and to produce reports.

Requirements

It is the policy of the firm to:

  1. Handle complaints from customers or prospects in a timely, effective, fair and consistent manner.
  2. To record complaints centrally in the complaints log.
  3. To report complaints to the company whose product is involved as well as, where applicable, to the company that sponsors the advisor’s license

Acknowledgement

Letter

When the firm receives a complaint, an acknowledgment letter must be sent to the client within 5 business days. This letter must include the following elements:

  • Name of the person responsible for handling the client’s complaint;
  • Key elements of the firm’s Complaint Policy; and
  • Expected delay of the outcome.

Complaint Log

  1. All complaints must immediately be reported to. Paula Parker Manager or Jean Donnell-Jones company director
  2. All complaints must be logged in the Complaint Log. The Complaint Log must, at least, include the following information:
    • Date of complaint;
    • Complainant’s name;
    • Nature of the complaint and the circumstances;
    • Name of the person who is the subject of the complaint;
    • The product or the services which are subject of the complaint; and
    • The date and conclusions of the decision rendered in connection with the complaint.
  3. Complaints in the Complaint Log must be maintained for a period of 7 years, following the resolution date.

Change of Procedures and Disciplinary Measures

Jean Donnell-Jones Company Director must monitor the complaint log and ensure that appropriate disciplinary measures are taken if necessary and provide recommendations for change in the company’s procedures if appropriate

APPROVED ON: January 2000
Jean Donnell-Jones, COMPANY DIRECTOR

REVISED ON: September 2012
Jean Donnell-Jones, COMPANY DIRECTOR