Complaints

In the event that you have any complaint with respect to the provision of the Services, you may contact the relevant Relationship Manager, The Family Office’s Client Relations Committee (cs@tfoco.com) or designated Customer Complaint Officer (complaint@tfoco.com) in writing. Your complaint will be acknowledged within five (5) working days of the receipt of notice of the complaint. The Family Office shall as soon as possible (but in any event within thirty (30) days of receiving the notice of the complaint) provide you with a written report setting out the method of resolution of the complaint. While attending to your complaints, The Family Office shall ensure that it complies with the ‘Customer Complaints Procedure’ prescribed under rule BC-3 of the CBB’s Rulebook for Investment Firm Licensees – Volume 4. As part of the CBB prescribed rules, The Family Office shall also deliver promptly a copy of its internal ‘Customer Complaints Procedure’ upon your request.

If you remain dissatisfied with the resolution, you should contact the executive management of The Family Office at tfo.executive@tfoco.com within thirty (30) days of receiving the report from The Family Office. Alternatively, you may approach the CBB Compliance Directorate by
a. email at compliance@cbb.gov.bh,
b. online at https://www.cbb.gov.bh/complaint-form/ or
c. by writing to:

Director of Compliance
Central Bank of Bahrain
P.O. Box 27
Manama
Kingdom of Bahrain
Tel: 17 547207, Fax: 17 535673