At Hejaz, we are committed to delivering high-quality products and services while ensuring transparency and fairness in all interactions. Your feedback matters to us, and complaints help us improve continuously.
1. Our Commitment
- We aim to resolve complaints promptly and fairly.
- We treat all complaints consistently, impartially, and confidentially.
- We strive for continual improvement in our processes and services.
2. How to Make a Complaint
You may submit your complaint via email: information@hejaz.com
To help us investigate efficiently, please include:
- Your name and contact details.
- The name of the person you dealt with.
- Details of the complaint and any relevant conversations.
- Supporting documents.
- Any other relevant information.
3. Complaints Handling Process
Once we receive your complaint, we will follow the steps below:
| Stage | Details |
|---|---|
| Acknowledgment | Within 5 working days of receiving your complaint. |
| Review | We will conduct an initial review and may request additional information. |
| Resolution | Within 4 weeks, we will provide written feedback on our findings and actions. Delays may occur if additional information is required. |
4. Confidentiality
All complaint details are treated with strict confidentiality. Your information will not be disclosed externally without your consent, except to regulators or professional advisors as required.
5. Escalation
Our aim is to address complaints promptly upon receipt. If your complaint remains unresolved after four weeks, or if you disagree with our final decision, you have the right to escalate the matter to the Central Bank of Bahrain within 30 calendar days.
6. Contact Us
If you have any questions about our complaints procedure, please contact us at information@hejaz.com or reach our compliance team at compliance@hejaz.com.