Complaints Handling Procedure

It is the policy of Asset Trust Management (Pvt) Ltd (ATML) to respond to all customer concerns, disputes and complaints quickly, decisively and accurately. ATML will make every effort to reach a fair and acceptable resolution to each complaint.

1. Guiding Principles of ATML’s Complaints Handling

a)ATML’s Complaints Handling mechanism is readily accessible to all customers and other stakeholders, via the company website. This includes details on making and resolving complaints.
b)Receipt of each complaint will be acknowledged to the complainant.
c)Each complaint will be addressed in an equitable, objective and unbiased manner.
d)Confidentiality – Identity of the complainant will be protected from disclosure to unauthorized parties, unless the complainant expressly consents to its disclosure.
e)ATML acknowledges the customer’s right to complain. ATML will be committed to efficient and fair resolution of the complaint. Feedback on complaint resolution will be solicited from customers.

2. Procedure for Making a Complaint

Clients are encouraged to forward all complaints to the general emailing address of ATML available at info@atml.lk as this is the quickest method of complaint transmittal; however, verbal and written complaints will also be accepted.

Complaints should be sent to;

a)The email address at: info@atml.lk and/or
b)
In writing or by telephone to:
The Compliance Officer
Tel: (+94) 11 268 0518
Mobile: (+94) 76 821 3389
Email: tony@atml.lk

All written complaints received at info@atml.lk or by an individual staff member, will be directed to the Compliance Officer within 1 working day of receiving of such complaint.

3. Information Required When Making a Complaint

When making a complaint, the following information should be provided by the complainant.

a)Name and contact information. If the complaint is being made on behalf of a corporate, the name, designation and contact details should be provided.
b)Contact person at ATML. In the event of the involvement of an agent, the name of the agent should be provided.
c)The nature of the complaint, including the dates and a detailed description of the event/conduct giving rise to the complaint.

The Compliance Officer may contact the complainant for additional information, including supporting documentation.

4. Assistance With Making a Complaint

Any person requiring assistance in formulating or lodging a complaint, may contact the Compliance Officer at the address and telephone number provided above.

5. Acknowledgement of Complaints

The Compliance officer will, in writing, acknowledge receipt of any complaint within 7 days of receipt: Thereafter

a)ATML will investigate the complaint;
b)ATML will, on completion of the investigation, write to the complainant concerning the outcome of the investigation;

6. Resolution of Complaints

ATML will endeavor to resolve complaints within 14 business days of receiving the complaint, but this may not be possible on all occasions, in which event the Compliance Officer will contact the customer to inform of the reason for the delay, and indicate when ATML expects to be in a position to complete the review of the complaint.

7. Complainant’s Rights During the Complaint Process

The customer has the right to enquire as to the status of his complaint and the Compliance Officer will respond to same within 72 hours.

8. Response to a Complaint

If the customer is dissatisfied with ATML’s response, he will have the right to ask for reconsideration of the response by the Compliance Officer. The decision of the Executive Directors (or any 2 Directors) will be final.