Complaint Policy

Complaint Handling Policy

1. Introduction

Sukuk Plc is committed to providing excellent customer service. This policy outlines our procedures for handling customer complaints effectively and fairly. We believe that every complaint provides an opportunity to improve our services.

2. Scope

This policy applies to all complaints received by Sukuk Plc, regardless of the method of delivery (letter, phone, email).

3. Definition of a Complaint

A complaint is any expression of dissatisfaction, whether justified or not, from a customer regarding Sukuk Plc’s provision of, or failure to provide, a service.

4. Time Limits

We will generally not investigate complaints that are:

  • More than six years old from the date of the event that caused the complaint.
  • More than three years old from the date the customer knew, or reasonably should have known, they had grounds for complaint.

5. Complaint Handling Process

5.1 Receipt of Complaint

All complaints will be:

  • Acknowledged within five business days.
  • Investigated thoroughly.
  • Recorded in the Complaints Log.
    The customer will be kept informed throughout the investigation process.

5.2 Initial Investigation

  • The designated complaint handler (Yasin Patel) will investigate the complaint.
  • If possible, the complaint will be resolved within five business days.
  • If resolution is not immediate, the customer will be informed of the expected timeframe for a full response (within eight weeks).

5.3 Resolution and Response

The customer will be provided with a written response outlining:

  • Our findings.
  • Our proposed resolution (including an apology where appropriate).
  • Information on their right to escalate the complaint (though we are not subject to the Financial Ombudsman Service).
    If the customer is not satisfied with the response, they may escalate the matter to the Managing Director.

5.4 Escalation to Managing Director

The Managing Director will review the complaint and issue a final response within eight weeks.

5.5 Record Keeping

All complaint records will be retained for six years from the date of closure or longer if required by legal or regulatory obligations.

6. Complaints from Other Sources

Complaints received from other sources (e.g., referrals from other firms) will be handled in accordance with this policy.

7. Commitment to Continuous Improvement

We regularly review our complaint handling procedures to:

  • Identify areas for improvement.
  • Ensure compliance with applicable regulations.