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SICOM Financial Services Ltd (SFSL) is committed to providing you with an excellent level of
service, but it is recognised that there may be an occasion when you feel the Company has not
achieved the standards of service that it aims to deliver to you and you wish to make a
complaint accordingly.
This leaflet contains important information that will help you in such a situation.
We also value your comments on service provided with which you were particularly impressed.
Constructive feedback helps us grow as a customer-focused company.
What is a complaint?
A complaint is any act or omission of the Company made within a period of 7 years as from the
date thereof, which causes a customer to be aggrieved.
How to make a complaint?
Important: ALL COMPLAINTS TO BE ADDRESSED TO THE COMPLAINTS OFFICER (CO)
Please also state clearly the nature of the complaint and provide, as far as possible, all details
and documents in connection with the said complaint, such as:
CUSTOMER FEEDBACK LEAFLET
• Circumstances giving rise to the complaint;
• Name/s of party/ies involved;
• Copies of relevant quotation/contract/deposit certificates;
• Copies of relevant correspondences;
• Any other relevant document.
In writing
SICOM Financial Services Ltd
Sir Célicourt Antelme Street
Port Louis
In person
Please request any officer in the department concerned to direct you to the officer designated to record and
document complaints on behalf of the Complaints Officer (CO) The designated officer will then send your
complaint to the latter whilst ensuring that it is being attended to promptly and any remedial action is taken
immediately where possible.
By Email
By Fax
208 7662
By Phone
203 8420
What is the role of the Complaints Officer (CO)?
The CO is the Officer designated for the handling of all complaints on the company’s behalf.
He/she will be responsible for receiving all complaints made to the company and responding to
them in a reasonable manner.
Acknowledging your Complaint
You will be sent an acknowledgement of receipt 3 working days after your complaint is filed. In
the event you do not obtain the acknowledgement, please inform the CO accordingly.
Investigating your Complaint
In the course of the investigation, the CO/designated officer may request you to submit such
other details and documents as may be required. He/she may call you and/or other party/ies
involved for a meeting to clarify and/or resolve any issue.
The final response
The CO will inform you in writing of the company’s final response to your complaint normally
within 3 months of its receipt.
Referring your Complaint to the regulators
Our aim is to resolve any complaint and provide a final response within the time limit mentioned
above. There will however be occasions where you may remain dissatisfied with our response. In
this case, you may refer your complaint to the Bank of Mauritius with the following contact
details:
CUSTOMER FEEDBACK LEAFLET
The Bank of Mauritius
Sir William Newton Street
Port Louis
Mauritius
Telephone: 202 3800
Fax: 208 8569
Website: www.bom.mu
SICOM FINANCIAL SERVICES LTD
Sir Célicourt Antelme Street, Port Louis
t: (230) 203 8420 | f: (230) 208 0874
e: [email protected] | w: www.sicomgroup.mu
