This page describes the Complaint Handling Policy of REZCO Asset Management, (hereinafter “the firm”) which has been implemented to ensure compliance with the laws and regulations relating to complaint handling.
This Policy applies to all employees, officers, director, representatives and advisors of the firm.
This Policy’s objective is to minimize damage to our reputation and reduce the risk of litigation by handling complaints from our customers or prospects in a timely, effective and consistent manner.
Ronald Cape is hereby designated as responsible for the application of this policy, and to review this policy on a regular basis to ensure that it continue to comply with industry laws, regulations, guidelines and best practices. Ronald Cape is also responsible to communicate this firm’s policy to all employees, officers, director, representatives and advisors of the firm.
A complaint shall be deemed to mean any written statement of a client or any person acting on behalf of a client alleging a grievance involving the conduct, business or affairs of the firm or any employee, representative, officer, director or advisor of the firm. Although the definition of “complaint” refers to only written complaints, there may be instances where the firm receives a verbal complaint from a client which will warrant the same treatment as a written complaint. Such situations depend upon the nature and severity of the client’s allegations and require the professional judgment of the individual who received the complaint.
A complaint should include at least one of the three following elements:
- Complaint about the firm;
- Potential damages or damages suffered by the client; or
- Request of corrective measures.
For greater certainty, errors that the firm accepted to correct are not considered as complaints unless repetition or recurrence causes grievance to a client. A Complaint Log is a Database to track key elements of the complaint process and category in order to identify potential trends or concerns and to produce reports.