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Complaints Procedures

  • How do we deal with complaints

    In FOBON We are committed to high standards to provide you with services. If you are not satisfied with the service you get, we will make every effort to make your every opportunity to do it right, so successfully sort out complaints. However, if this is not possible, your complaint is more complex, we will refer you to our dedicated consumer complaints manager, whose main responsibility is to deal from a transaction involving the Financial Services Authority regulator Belize generated retail customer complaints (IFSC). Our customer complaints management, is expected to handle complaints fair, consistent and timely.


    * The following describes what our internal complaint handling procedures implies A detailed explanation


    When we receive your complaint

    We will write to you or your personal representatives in time to let you know that we've received your complaint. We will also explain how we intend to deal with it. If your complaint is presented to us by phone, letter will confirm our understanding of your question, but also give you an opportunity to tell us if we got it wrong.


    Resolve your complaint

    We will consider your complaint, if we need more information in order to solve the problem involved, we will give you a letter or call you to explain what we need. Most importantly, we will be after you and all parties concerned to fully discussed and fair consideration of your case on its own merits. Once we have completed a thorough investigation, we will write to you and let you know what we found:


    Our response will cover the results of our investigation and issues we have raised in the complaint final view together; and details of any remedial measures being offered by us. If you do not accept our proposed compensation, or your complaint is not upheld, you will be able to Belize Financial Services Authority (IFSC) Sir Edney Cain Building, 2nd Floor, Belmopan, Belize, C. A.


    If the delay in resolving your complaint

    Our regulatory agencies, Belize Financial Services Authority (IFSC), I hope we can resolve most complaints within a reasonable period of time. We are committed to achieve this, and if possible earlier resolution of complaints. If we do not have all the information we need to solve the problem, we need to collect more information, or for any other reason there is a delay, we will write to you and let you know what happened. In your complaint needs more than two months longer to resolve the situation, we will write to you to explain why at that time. If you give because you realize the cause of complaints more than 12 months have passed our complaints manager shall not investigate complaints. Or, if more than six months later, because you write your complaint does not hold notice. So, if you are not satisfied with our offer, please do not hesitate to let us know of any service.

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