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Customer Charter - SICOM Financial Services Ltd

This Customer Charter outlines the commitments, responsibilities and standards of service that we provide to our customers. It sets out the type of service we aim to provide, how to contact us and give us feedback, particularly if anything goes wrong and how you can assist us to better serve you.

 

Our Mission
We are dedicated to provide, to a broad range of individual and corporate clients, the best in financial services, with focus on competitive quality products and excellent levels of customer care and satisfaction.

 

Our Shared Values

  • We strive to meet changing needs of our customers and exceed their expectations by providing consistently high quality products, services and solutions.
  • We foster a climate that encourages innovation and teamwork among our people while helping them to grow and develop to their full potential.
  • We ensure the creation of wealth for all stakeholders and provide fair reward and recognition accordingly.
  • We support mutually beneficial and enduring relationships with our stakeholders.
  • We respect the diversity of our team members, customers and communities.
  • We conduct our business with the highest level of integrity and ethical standards.

 

Quality Policy (themes related to Customer Service Only)

  • Service Excellence
    We are committed to service excellence through providing a professional and timely service to our customers while maintaining value-adding relationship with all stakeholders.
  • Meeting Customer Expectations
    Our ultimate goal is to meet customer expectations with a diligent and efficient service.
  • Continual Improvement
    We are committed towards developing and maintaining efficient and reliable processes. We undertake to continually improve/innovate our products/services.
  • Competitive Products and Services
    We offer competitive products/services to suit the requirements of our customers as well as the market at large.
  • Compliance and Good Governance
    We ensure compliance with relevant laws and regulations and are committed to good governance and effective practices.

 

Our Commitments

We will always strive hard towards improving the standards of service and our institution’s relationship with you will be guided by the following key principles:

  • Accountability
    All our products and services comply with relevant laws and regulations in force in Mauritius, as well as guidelines set by the Bank of Mauritius and the Financial Services Commission. We will explain and help you understand the financial benefits of our products and services that you are interested in, how they work and the risks involved. We will exercise care to provide you a balanced view of benefits and risks of investment products, explain critical terms to you, ensure the investment product is suitable for your needs and financial circumstances.
  • Fairness
    We will act fairly and reasonably towards you in a consistent and ethical manner. We do not discriminate against age or gender and will as far as possible make our products and services available on same terms and conditions for all customers.
  • Privacy
    We will treat all your personal information as private and confidential and ensure we have appropriate physical and technological security measures to protect your information. Your personal information will not be revealed unless otherwise authorised by you and/or required by law to do so. We will not use your personal information for our own marketing purposes if you inform us that you object to this practice. We will comply at all times with applicable privacy and data protection laws.
  • Reliability
    We will endeavour so that you find our service and processing reliable at all times.
  • Transparency
    We will provide you with clear, relevant and timely information to help you make an informed decision about our products and services. Where applicable, a set of Terms and Conditions relating to each product and service will be made readily available to you and all the fees, charges, penalties and relevant interest rates, your liabilities and obligations in the use of our product and services will be highlighted.

 

Standards of Services

As we work towards improving our standards of service, we aim to provide our service efficiently and effectively. To this end, we have set out below the time frames within which you can expect us to deliver the respective services. 

 

Deposit Taking (Main Issues)

SN Issues  Target

1

Reverting to:

letters from clients

electronic mails from clients

phone calls from client

 

Within 2 working days

Within 1 working day

Within 3 hours

2

 Opening of deposit Accounts

Immediately if all relevant documents is received

3

Issue of receipts

Immediately

4

Issue of Certificate of deposit

1 to 3 working days (subject to all documents   received)

5

Payment of Interest

On due dates

6

Issue of Maturity Notice

At least 10 working days before maturity date

7

Maturity proceeds

On due dates (subject to instructions and relevant   documents received at least 5 working days before maturity date)

8

Cancellation of part-withdrawal of a deposit.

1 to 3 working days (subject to instructions and   relevant documents received at least 5 working days before   maturity/cancelation date)

9

Other requests (eg certificate for visa purpose)

Within 2 working days

 

Leasing (Main Issues)

SN Issues Target

1

Reverting to:

letters from clients

electronic mails from clients

phone calls from client

 

Within 2 working days

Within 1 working day

Within 3 hours

2

Appraisal of Lease Application

1 to 3 working days (subject to availability of   all requested documents)

3

Appointment of Surveyor

Within 2 working days

4

Issue Letter of Offer

1 to 3 working days (subject to availability of   all requested documents)

5

Signing Sales Deed

Within 2 working days

6

Preparation of Lease Agreement

1 week (subject to availability of all requested   documents)

7

Disbursement of Cheque to supplier

1 week (subject to availability of all requested   documents)

 

Service Query and Feedback

We welcome your suggestions, comments, feedback, enquiries, or complaints which you may have in respect of our products or services.  We will ensure that relevant steps are taken to resolve your complaints fairly and promptly.

If you have any enquiries, concerns, comments or complaints do not hesitate to contact us on the following address:

 

SICOM Financial Services Ltd
SICOM Building, Sir Célicourt Antelme Street, Port Louis
t: 203 8420  l  f:208 0874
e: sfsl@sicom.intnet.mu   l  w: www.sicom.mu 

 

We shall issue an acknowledgment within 3 days of receipt of your complaint.  We shall aim to address the matter within 30 working days. However, for cases of higher complexity, a longer time may be required, but you will be informed about the status or progress within this time frame.

 

REVIEW OF THE CHARTER

This charter will be reviewed as and when required.