Complaint Procedure

Ansar Ltd  Complaints Management Framework

1. Our Commitment to Fair Customer Treatment

At Ansar Ltd, we prioritise delivering exceptional service to our valued clients. We acknowledge that situations may arise where our service standards fall short of expectations, leading to customer concerns or grievances.

Our approach to complaint resolution is governed by the Financial Conduct Authority’s Dispute Resolution (DISP) requirements, which establish comprehensive standards for regulated entities in managing customer disputes.

We understand that customers who raise concerns are providing us with valuable feedback. By addressing these matters professionally and offering appropriate remedies when warranted, we can strengthen client relationships and improve our service delivery.

Our Framework Objectives:

• Enable team members to recognise and properly categorise customer concerns
• Provide clear guidance on appropriate response protocols
• Establish systematic investigation methodologies
• Define our relationship and cooperation with the Financial Ombudsman Service

2. Defining Customer Complaints

Under FCA guidelines, a complaint encompasses:

“Any verbal or written communication expressing customer dissatisfaction (regardless of validity) concerning the delivery of, or failure to deliver, a financial service, where the customer claims to have experienced (or potentially will experience) monetary loss, significant distress, or substantial inconvenience.”

Important Processing Notes:

• Accept complaints in their original format (correspondence, phone calls, electronic messages, face-to-face discussions, etc.)
• Never require customers to resubmit verbal complaints in written form before processing
• Treat all expressions of dissatisfaction as potential formal complaints until properly assessed

3. Initial Response Protocol for Team Members

Any Ansar Ltd employee may encounter customer complaints through various channels:

• Direct client meetings at our offices or external locations
• Telephone communications with customers
• Electronic correspondence review
• Physical mail handling
• Client relationship management activities

Upon Receiving a Complaint:

1. Information Gathering: Collect comprehensive details about the customer’s concerns
2. Documentation: Complete the designated Complaints Recording Form thoroughly
3. Escalation: Forward all documentation to Ansar Ali (Director) immediately
4. Assessment: When uncertain whether a concern qualifies as a formal complaint under FCA criteria (involving financial detriment, significant distress, or substantial inconvenience), escalate the matter regardless – improper classification constitutes a regulatory breach

Early Resolution Assessment:

Evaluate whether the matter can be reasonably resolved within three business days of receipt. Examples include:

• Providing missing documentation with appropriate apology
• Correcting minor administrative errors
• Clarifying service terms or processes

Quick Resolution Process: When complaints are resolved within the three-day window, we will:

• Send a summary response letter to the customer
• Record the complaint in our internal complaints register

Complex Matters: For complaints requiring extended investigation or where initial resolution attempts are unsuccessful, proceed to the full investigation process outlined below.

4. Comprehensive Investigation Methodology

Investigation Authority: Ansar Ali maintains primary responsibility for all complaint investigations. While certain investigative tasks may be delegated, Mr. Ali retains ultimate authority over:

• Investigation oversight and direction
• Final determination on complaint validity
• Decision on appropriate customer remedies

Investigation Process:

Step 1: Formal Acknowledgment

Within five business days of complaint receipt, send an acknowledgment letter that:

• Summarises our understanding of the customer’s concerns
• Outlines the investigation approach we will follow
• Provides expected timelines for resolution

Step 2: Evidence Review and Analysis

Mr. Ali will examine all relevant information, including:

• Complete customer account history and interactions
• Internal documentation and correspondence
• System records and transaction details
• Staff interviews with personnel involved in the customer relationship

Step 3: Decision Framework

Following evidence review, determine the complaint outcome using these classifications:

• Upheld: Customer concerns are justified and remedial action is required
• Partially Upheld: Some aspects of the complaint are valid while others are not
• Not Upheld: Investigation findings do not support the customer’s concerns

Evidence Standard:

Our investigation standard follows the “balance of probabilities” principle rather than “beyond reasonable doubt.” When evidence conflicts, we determine the most likely sequence of events based on available information.

5. Final Decision Communication

Upon reaching our investigation conclusion, we will promptly issue a Final Response letter containing:

• Clear statement of our decision (upheld, partially upheld, or not upheld)
• Detailed explanation of the reasoning behind our determination
• Specifics of any financial or non-financial remedies being offered

Remedy Principles:

• Financial Redress: Sufficient compensation to restore the customer to their position prior to any detriment caused by our actions
• Additional Consideration: Potential compensation for significant distress or substantial inconvenience experienced

Financial Ombudsman Service Rights:

All Final Response communications must inform customers of their right to escalate unresolved matters to the Financial Ombudsman Service (FOS). Customers may seek FOS review if they:

• Disagree with our complaint decision
• Consider our offered remedy insufficient
• Remain dissatisfied with our handling of their concerns

Important Deadlines: Customers have six months from the Final Response date to refer their complaint to FOS. We will include the official FOS information leaflet “Your complaint and the ombudsman” with every Final Response.

Extended Investigation Timeline:

When investigations cannot be completed within eight weeks of complaint receipt, we will:

• Send an interim communication explaining the delay
• Provide reasons for the extended timeline
• Estimate completion timeframe
• Include FOS referral rights and information leaflet

6. Financial Ombudsman Service Cooperation

Ansar Ltd commits to full cooperation with FOS proceedings, including:

• Prompt response to information requests
• Comprehensive case file provision
• Professional engagement throughout the process

FOS Decision Appeals:

• Initial decisions may be appealed to an Ombudsman
• Ombudsman decisions are final and binding when accepted by the customer
• We must comply with all FOS remedy instructions

Time-Barred Complaints Exception:

FOS referral rights do not apply when complaints are “time-barred” under these circumstances:

• More than six years have elapsed since the complained-about event
• More than three years have passed since the customer reasonably should have known grounds for complaint existed

7. Multi-Firm Complaint Management

When complaints involve other financial services providers:

Sole Responsibility of Another Firm:

• Forward complaint details to the relevant firm
• Issue Final Response explaining the transfer with full contact details
• Provide rationale for determining the complaint doesn’t relate to our services
• Include FOS referral rights and information leaflet (customers may appeal our decision)

Shared Responsibility:

• Continue investigating aspects relating to Ansar Ltd
• Transfer relevant portions to other firms
• Inform customers in writing of this division

Received Third-Party Referrals:

Handle forwarded complaints using identical procedures as direct customer complaints.

8. Post-Resolution Analysis and Improvement

Following complaint closure, we will:

Trend Analysis:

Maintain detailed records of complaint patterns by:

• Product or service category
• Business area or process
• Root cause analysis
• Customer demographic factors

Improvement Actions:

Mr. Ali will evaluate each complaint for potential improvements, including:

• Process or procedure modifications
• Targeted staff training programs
• Comprehensive team training initiatives
• Performance management measures for involved personnel

This systematic approach ensures continuous enhancement of our service delivery while maintaining regulatory compliance and customer satisfaction.