Complaints
All complaints must be in writing to the Compliance Officer at compliance.ksa@jawanpartners.com who will notify the customer that the complaint has been received and the Firm’s procedures for reviewing the complaint. The Firm will endeavour to resolve complaints within 60 days of receipt. Within 30 days of receiving a complaint, the customer will be sent either:
  • a final response letter, explaining how the Firm intends to resolve the complaint; or
  • a holding response letter, advising that the matter is still under investigation.
If the complaint is not resolved within 30 days of receipt, then within 60 days of receiving the complaint, the customer will be sent either:
  • a final response letter; or
  • a further holding response letter, explaining why the matter is still under review with an anticipated timeframe for resolution.
Upon conclusion of the complaint, the Firm will promptly:
  • advise the complainant in writing of the resolution of the complaint;
  • provide the complainant with clear terms of redress, if applicable; and
  • comply with the terms of redress if accepted by the complainant.