Complaints Procedure

Making a Complaint

WHAT DO I DO IF I HAVE A COMPLAINT?
To benefit all TAM International clients, we have a complaints handling procedures in place to ensure that all complaints are handled fairly, consistently and promptly. Should a complaint occur, we would appreciate the opportunity to resolve any problems or difficulties for you. If you have a complaint against TAM, you should make the complaint directly to us either by letter, email or telephone.

All complaints should be addressed to the Complaints Department using the following contact details:

Compliance Department
TAM Asset Management International Limited

Ombudsperson for Financial Services (Mauritius)

Should a complaint not be resolved to your satisfaction, you may forward such complaint to the Office of Ombudsperson for Financial Services:

                                    
WHAT INFORMATION SHOULD I PROVIDE?
To help us deal with your complaint quickly and efficiently, it would help us if you included the following information:

• Account reference number
• Name
• Address
• Contact telephone number
• Clear details of your complaint, including any former communications you have had concerning the issues you are raising.

WHAT HAPPENS NEXT?
If we are unable to resolve your complaint by the next business day following receipt and it involves an allegation that you have suffered, or may suffer, financial loss, material distress or material inconvenience, the following procedures will apply:

1. Within five business days of receiving your complaint, we will provide you with a letter acknowledging receipt.
2. Your complaint will be investigated by an individual of sufficient competence who, where appropriate, has not been directly involved in the matter which is the subject of the complaint.
3. We aim to provide you with a full response within four weeks of receiving your complaint. In the unlikely event that you are not happy with our initial response we will ask you to let us know so we can investigate further. Where, due to the complexities of a complaint, we are unable to provide you with a full response within four weeks, we will let you know, and we will aim to provide our final response within eight weeks. If TAM is still not in a position to make a final response at that time, we will advise you of the reasons for the delay along with an indication as to when we expect to provide a detailed response.

Making a Complaint - South Africa

COMPLAINT HANDLING AND COMPLIANCE QUERIES

Compliance Officer
If you have a complaint or a compliance related query, please do not hesitate to contact our Compliance Officer:

FAIS Ombud
Should a complaint not be resolved to your satisfaction, you may forward such complaint to the Office of the FAIS Ombud for Financial Services Providers:
 

Please note that, if you wish to lodge a complaint with the FAIS Ombud against the FSP or our representatives, you will need to show that you have already attempted to resolve the matter directly with the FSP first