NBK Wealth is committed to providing the highest level of service to its clients.
This document summarizes the Clients Complaints Handling Procedures (the “Procedure”) with respect to products/services offered by Watani Wealth Management (the “Company”). The Company will aim to resolve any dissatisfaction, complaint (either verbal or written), dispute and third party complaint with an existing or potential client (“Complainant”) amicably following the Procedure (a copy to be shared upon request).
The client has the right to take his complaint to the Resolution of Securities Disputes of the CMA “CRSD”. This, of course will only apply if the matter cannot be resolved internally.
All complaints will be given prompt attention and be dealt with in a fair and impartial manner as follows:
Step 1: Making a written complaint
The client while filing a written complaint, needs to use the attached form and address the latter to:
Head of Governance ,compliance and MLR
Watani Wealth Management
7220 King Fahad Rd - Al Muhammadiyah Dist.
Unit No 15
Riyadh 12363 - 4590
Kingdom of Saudi Arabia
Step 2: Acknowledgement
Within 5 business days of receipt of the complaint, an acknowledgement will be sent to the Complainant. The acknowledgement will include:
- A complaint reference number;
- Summary of the complaint demonstrating that the Company has a clear understanding of the complaint.
- If required, request for any further information required from the Complainant.
Step 3: Complaint Resolution
The Company will investigate the complaint and aim to provide a final response within 30 business days of receiving the complaint. In the event the Company is unable to provide a final response within 30 business days, the Company will provide a written explanation stating the reason for not having reached a resolution and the expected date of when the complaint will be resolved. In the meantime, the Company will periodically update the Complainant in writing until the complaint is resolved.
Once the Company completes its investigation with regards to a complaint, it will provide the Complainant with a written response detailing the final outcome. If there is no further communication from the Complainant within 7 business days from the date of the final written response, the complaint will be considered closed.