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HELP US TO SPICE UP YOUR LIFE!

At SPICE Finance Ltd, we aim to provide a service of high quality to meet the needs and satisfaction of our valued clients. Please help us to serve you better by informing us if ever our service does not meet your expectations.

SHOULD I WISH TO MAKE A COMPLAINT WHAT DO I DO?

If you are unsatisfied with an aspect of our service, please seek a resolution directly with the personnel or department.

Should you still not be satisfied with the response from the concerned personnel or department, you may consider contacting our Complaints Department. All complaints received will be dealt with promptly.

HOW WILL MY COMPLAINT BE DEALT WITH?

  1. We shall acknowledge receipt of your complaint within 2 working days of reception.
  2. Once the investigation is completed, SPICE Finance Ltd will send you a written response no later than 10 days from the date of the submission of the complaint.
  3. Our final response letter shall indicate, where possible, the reasons and circumstances that have been taken into consideration to reach our decision.

WHAT SHOULD I DO IF I AM STILL UNHAPPY?

If after having made your complaint to the Complaints department and if for any reason, you are unfortunately still not satisfied with the reply provided by our institution, or if you have not received a reply from SPICE Finance Ltd within 10 days as from the date of your complaint, you may write to the Office of the Ombudsperson for Financial Services at the following address:

Office of the Ombudsperson for Financial Services

8th Floor, SICOM Tower, Wall Street, Ebene

Tel: (230) 468-6475

Fax: (230) 468-6473

Email:[email protected]

Below are the steps to follow should the complaint be logged to the office of the Ombudsperson:

 

  1. The name and address of the complainant.
  2. The name and address of the financial institution against which the complaint was made.
  3. The nature of the complaint and the fact and circumstances giving rise to the complaint.
  4. A written declaration to the effect that the complaint was made to the financial institution by registered post, with advice of delivery, and that the complainant has enough interest in the subject matter of the complaint.
  5. A declaration as to whether the financial institution replied to the complaint.
  6. A copy of the reply, if any, from the relevant financial institution to which the complaint was made; and
  7. A copy of the documents on which the complainant proposes to rely.

Our clients are the heart of our business, and we do our utmost to deliver the very best advice and service. We endeavour to resolve any complaint within the shortest time possible. Should we, at any time, not be able to resolve the matter immediately, we will keep you updated on progress. In all cases, complaints will be dealt with diligence, in strict confidentiality, and in all fairness, reliability and transparency.

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