Complaints Policy

Objective of the policy

SWAN is committed to providing its customers with quality products and the highest standards of service. However, it may happen that you are not satisfied with one of our products or the service you have received from us.

We value complaints as they assist us in improving our products, services and customer service.

SWAN is committed to being responsive to the needs and concerns of its customers or potential customers and to resolving their complaints as quickly as possible.

This policy has been designed to provide guidance to our customers on the way SWAN receives and manages your complaint. We are committed to being consistent, fair and impartial when handling your complaint.

The objective of this policy is to ensure that:

• You are aware of and understand our complaint lodgement and handling processes,
• Your complaint is investigated impartially with a balanced view of all information or evidence,
• Your personal information is protected through the reasonable measures that we have implemented,
• Your complaint is considered on its merits considering individual circumstances and needs.

Definition of a complaint

In this policy, a complaint means an expression of dissatisfaction by a customer relating to any service or product provided by SWAN.

How a complaint can be made?

If you are dissatisfied with a service or product provided by us, you should in the first instance consider dealing directly with the staff member/s you have been dealing with in order to find a possible solution. If you are uncomfortable with this or consider the relevant staff member is unable to address your concerns, you can call or write to the Manager in charge of the department.

SWAN is committed to resolving your issues at the first point of contact. However, this will not be possible in all circumstances, in which case a more formal complaints process will be followed.

Official Complaint Process

If you are disappointed with the response of the staff member and/or his/her Manager, please write or contact the Complaints Coordinator with full details including the Policy and/or claim number at the following address:-

The Complaints Coordinator,
SWAN,

Swan Centre,
10, Intendance street,
Port Louis.
Tel: 2073500
E-mail: complaints@swanforlife.com

We will acknowledge receipt of your complaint within three (3) business days.

Once your complaint has been received, we will undertake an initial review of your complaint.

We are committed to resolving your complaint within 30 business days of you lodging your complaint.

However, this may not always be possible on every occasion. Where we have been unable to resolve your complaint within 30 business days, we will inform you of the reason for the delay before the expiry for this period and specify a date when we will be able to resolve your complaint.

You have the right to make enquiries about the status of your complaint at any time by contacting us.

During the initial review or investigation stage we may need to seek further clarification or documentation from you to assist us in resolving your complaint. If we have sought clarification or additional documentation from you and we are waiting for you to provide same to us, we may not be able to meet our 30 business day finalisation commitment. In such circumstances, upon receipt of your clarification or additional documentation we will indicate to you when we expect to be able to finalise your complaint.

Once we have finalised your complaint, we will advise you of our findings and/or decision and any action we have taken. We will do this in writing, unless it has been mutually agreed that we can provide same to you verbally.

Escalation to the Office of the Ombudsperson for Financial Services

Should the ultimate outcome not meet your expectations, or should you not receive a reply after a period of 30 days as from the date the complaint was made, you may escalate your complaint to the Ombudsperson for Financial Services at:-

The Ombudsperson for Financial Services
Office of Ombudsperson for Financial Services
SICOM Tower
Wall Street
Ebene

T (230) 468-6475
F (230) 468-6473
E-mail: ombudspersonfs@ofsmauritius.org