Query / Complaint Form
Contact Person
Complaint Procedure
- Investor Servoces (IS) Officer receives the complaint through the any communication channel, records it in Complaint Log and forwards it to the Manager – IS
- IS Officer will acknowledge the complaint through phone call/email (as the case may be)
- If complaint is received through telephonic conversation, IS Officer will provide the description to the Manager – IS via email
- Manager – IS evaluates the nature of the complaint (Normal, Critical or Serious)
- Manager – IS will take necessary steps to resolve the complaint if the nature is Normal
- Manager – IS will forward all Normal and Critical complaints to the relevant department (as the case may be) and send updates regarding the resolution of the same
- Manager – IS will forward all complaints of Serious nature to the Head of Strategy & BD and send updates regarding the resolution of the same
- All final/written responses for Normal and Critical complaints will be sent to the Complainant copying Head of Strategy & BD and CFO
- Resolution and response for Serious complaints shall be first approved by Head of Strategy & BD and/or CFO to ensure correctness and acknowledgment of complaint/matter at Management level
- IS Officer will log all complaints with their category and resolution time for Management and Compliance reporting
DISCLAIMER: “In case your complaint has not been properly redressed by us, you may lodge your complaint with Securities and Exchange Commission of Pakistan (the “SECP”). However, please note that SECP will entertain only those complaints which were at first directly requested to be redressed by the Company and the company has failed to redress the same. Further, the complaints that are not relevant to SECP’s regulatory domain/competence shall not be entertained.”
