Bahrain Exchange Company WLL (“BEC”) prides itself on excellent customer service and is committed to handling complaints speedily, efficiently, fairly and confidentially. We believe that all customer feedback, both positive and negative, presents an opportunity for improving our standards.
A customer complaint can be defined as any expression of dissatisfaction, made by a BEC customer, regarding any products or services provided by BEC. This policy covers all written complaints, serious or unresolved telephone complaints, complaints raised in a face to face meeting or by a third party acting for that customer such as an intermediary, legal representative or regulatory body.
All such customer complaints should be recorded on the Customer Complaints System and managed in accordance with the Customer Complaints procedures.
Non serious verbal complaints should be resolved at the frontline in accordance with the principles of this policy and should not be recorded on the Customer Complaints System.
Making a Complaint
Below are the contact details to make a complaint to BEC:
Customer Service Manager
Bahrain Exchange Company
Al Hajery Building
Al Hilal Street
PO BOX 29149
State of Kuwait
Tel: +965 1824000 Ext. 8110
Any complaint received is recorded and documented, in full on the Customer Complaint System. Complaints are usually acknowledged within 24 hours, or in any event within 5 business days. The customer is provided with an explanation about how the complaint will be handled, who is the person appointed to investigating the complaint and any actions required of the customer.
The Customer Service Manager is the appointed Complaint Resolution Officer (CRO) at BEC. All complaints are passed to the relevant department manager for investigation and they are responsible for drafting responses to customers and/or regulators and copying in the CRO. Senior management will determine if certain complaints must be brought to the attention of the Board more often or if the response to the customer and/or regulator should come from the Board.
The CRO is responsible for keeping a central file of all complaints correspondence and updating the Customer Complaint System. Complaints must be handled fairly and promptly keeping the customer informed of any progress.
Once the complaint has been actively investigated a final comprehensive response will be provided to the customer either verbally or in writing (if applicable) within 20 business days. The final response will:
- accept (or partially accept) the complaint and where appropriate offer redress; or
- reject (or partially reject) the complaint, informing the customer with a full explanation of the Company’s position.