Complaints Policy

CBF aims for complete customer satisfaction with all aspects of its service delivery. However CBF understands and accepts that at times its actions may impact upon its customers in a way that may lead to informal or formal complaints.

CBF takes all complaints seriously and has implemented a Complaints Handling Procedure to deal with these issues in the best interests of business improvement, and efficiency.

CBF will strive to do the following with regards to each complaint;

We will listen to the complaint. We will accept ownership of the problem. We will thank the complainant for bringing the problem to our attention.
We will send a letter of acknowledgement for each complaint we receive.
We will be understanding. We understand that the individual is complaining about our business and has made the effort to complain. We will take responsibility for resolving the problem.
We will record the complaint in detail so we understand clearly what the problem is and how we can explain it to others who may be able to resolve it.
We will discuss options to resolve the problem if we can immediately.
We will let the complainant know when we will revert to them with a resolution or answer to their complaint.
We will keep our promises with regards to resolutions that we put in place.
We will follow up with the complainant to make sure that they are happy with how their complaint was handled.
If possible we will let the complainant know what steps we have put in place to make sure similar problems do not happen again

Handling of Personal Information

Any complaint and any information related to it, is kept confidential except with the consent of the complainant.

The Complaints Register

The Head of Compliance maintains a Complaints Register. In respect of each complaint, the Complaints Register contains a Complaint Form completed by the complainant through the CBF website, copies of all correspondence between CBF and the complainant. Complaints documentation is subject to the record-keeping policies of CBF. The Head of Compliance is responsible for updating the CBF Complaints Register.

Complaints Handled Free

Complaints are handled free of charge to the complainant, subject to any statutory requirements.

Complaints Online Form

Click here to access the Complaints Form